Customer Support Specialist: Product Support & Customer Care (Saas)

About Us

Gather is a mission-driven technology company serving funeral homes nationwide. Our proprietary platform powers case management tools, livestreams, and administrative solutions that automate and streamline many of the inefficiencies experienced by funeral homes so they can focus even more on helping families during one of the most difficult moments of their lives. We are hiring individuals who thrive at the intersection of technology, empathy, and operational excellence. Our customers rely on us during high-stakes moments. Calm communication, strong technical reasoning, and sound judgment are essential.

The Job

You are the front line of the customer experience — and a critical part of how funeral homes serve families during meaningful, high-stakes moments. This is not a script-based or volume-driven call center role. You will own customer issues end-to-end, troubleshoot software and hardware in real-world scenarios and continuously improve how we serve funeral homes.

This role requires someone who is comfortable navigating ambiguity, prioritizing effectively, and managing multiple responsibilities in a fast-paced SaaS environment. You will work independently at times, but never alone — you are part of a collaborative team committed to excellence and service.

In this role, you will:

• Respond to phone, chat, and email inquiries with professionalism, clarity, and empathy.
• Investigate and resolve user-facing technical issues (e.g., helping a customer navigate our app, review their settings, or troubleshoot a livestream setup).
• Proactively monitor scheduled livestreams and step in quickly if support is needed.
• Document customer interactions thoroughly and identify patterns or recurring issues.
• Collaborate cross-functionally to escalate and resolve complex scenarios.
• Contribute to improving internal processes, SOPs, and knowledge base resources.
• Support operational needs including hardware fulfillment, shipping, and billing coordination..
• Participate in rotating weekend support coverage as needed.

About You

This role is perfect for someone who loves technology but wants their work to have real human impact. Our customers are helping families through the worst days of their lives. We aren't looking for tech robots; we are looking for calm, compassionate problem-solvers who can guide a flustered funeral director through a livestream setup 15 minutes before a service starts.

The ideal candidate will have the following qualifications:

• Tech-savvy problem solver: you don’t need a computer science degree, but possess a strong technical aptitude and ability to learn new technologies quickly.
• Communicate clearly and calmly especially in high-pressure or emotionally sensitive situations.
• Take ownership: when a problem lands in your lap, you see it through to resolution.
• Naturally organized and detail-oriented with strong documentation habits.
• Comfortable balancing structured processes with real-world unpredictability.
• Notice inefficiencies and proactively suggest improvements.
• Thrive in a small, fast-moving team where flexibility and accountability matter.

Above all, you care about doing meaningful work well. You understand that while we are a technology company, the work we support is deeply human — and that responsibility matters.

The job is full time, in-office, in our Meridian, ID headquarters.

Be part of a high-growth, team-oriented company that offers competitive compensation, excellent benefits, and meaningful opportunities to grow your career.

To apply, email Annie McFarland, VP of Customer Success, at annie.mcfarland@gather.app.