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Customer Support Lead

Gravity Sketch

Gravity Sketch

Customer Service
London, UK
Posted on Wednesday, January 24, 2024

About us:

Gravity Sketch is the category leader in solving the challenges faced by teams that design 3D products. Our platform enables teams to create and communicate 3D ideas in the quickest and most intuitive way possible - whether they are globally distributed or in the same geography.

The platform is changing the way companies like Adidas and Ford carry out their day-to-day design work, helping to increase creativity, productivity, collaboration and compressing time to market. We take a B2C approach to B2B, nurturing a large community of highly engaged design and engineering professionals using the product to redefine their digital design workflow.

The Gravity Sketch platform is accessible across VR and web-based applications allowing users to integrate GS seamlessly into their workflow.

Our Culture

We’re a lean but ambitious team of 90+ spread across the globe. We may be geographically spread out, but we’re tied by our mission to radically change how teams communicate ideas spatially and expressively from anywhere!
Our focus is on output and getting the work done, not counting the hours you work. We appreciate that everyone has their own optimum setup, so provide flexibility in terms of when and where you get work done.

Our Values

Curiosity

  • Always be in learning mode

  • Go Deep: ask the why/why not

  • Explore and have fun

Empathy

  • Put ourselves in the shoes of our customer

  • Be genuinely caring and respectful

  • Act from a place of understanding/longing to understand

Force Multiplier

  • Make everyone around us/you better

  • Raise the Bar

  • Deliver Results

Resourceful

  • Take calculated risks

  • Use what we have/ deliver the most value

  • Stay Hungry

Act like an owner

  • Hold ourselves and others accountable

  • Make every investment as if it were your own

  • Don't let the egg drop

Our values are at the heart of our culture, we encourage everyone to experiment, bring new ideas to the table, and challenge one another to arrive at the best solutions for our users.

We work hard, and know how to have fun too; with company trips, socials, sports, gaming sessions and more. We welcome you to share your hobbies with the team so we can all try something new!

Overview:

Join our dynamic team at Gravity Sketch as a Product/Customer Support Lead and play a pivotal role in elevating our product function to new heights. This is an amazing opportunity to take full responsibility for the function and build it from the ground up. In this role, you will take our existing Product Support function and use your knowledge and experience to take it to the next level. You will be focussing on delivering self-service, scalable support. Working closely with our Product and Engineering function to act as the voice of the customer, you will ensure we are developing our products with the user in mind. Curiosity is key and we are looking for someone who wants to dive deep into our product and our users to understand the best ways to communicate across our channels. This role requires a real self-starter with fantastic communication and people skills. It’s a great opportunity for an existing Product Support or Customer Operations agent to level up and join a rapidly growing organisation and take ownership of an entire function.

We are expecting this person to be based in the London studio 2/3 days per week.

Responsibilities:

  • Take our Product Support Function to the next level and deliver truly outstanding support to our users

  • Proactively identify and feedback on repeated user frustrations, issues or questions and communicate this clearly to our Product and Engineering leads

  • Own the day-to-day tasks of our Product Support function, including solving user queries, conducting new user onboarding sessions, creating Help Center articles and generating weekly performance reports

  • Create, develop and implement a self-service first strategy for our users using the tools you see fit

  • Span our entire user base including Community, Students and Enterprise users as well as the GS Team

  • Take ownership of our systems, tools and processes to build the Product Function from the ground up

  • Become a Product Expert and know the minute details of our product and how our different users interact with the product

  • Proactively build an extremely close relationship with our Product and Engineering teams to understand upcoming product releases and influence product decisions for the benefit of our customers

  • Promote the product support function and deliver great experiences so that Product Support becomes the first point of contact for any users with questions

Requirements:

  • Previous experience in a Product Support or Sales Engineering role in an early stage or scale-up company

  • Organization: Excellent structure and organization, with strong attention to detail

  • Self-driven: Able to hit the ground running and execute quickly once we have aligned on a plan. Self-driven to learn, to set targets, and able to work under limited supervision

  • Change-management: proven ability to deliver operational change within teams or organisations and the tenacity to see these changes through to full adoption

  • Passion and curiosity: Avid interest in VR, design and understanding how different products are made, curious personality and enjoys digging deep to understand and solve a problem

  • Grit: Positive attitude, and strong team working skills and hungry for success, not afraid to roll up sleeves and help out wherever needed

  • People-oriented: Excellent communicator - both written and verbal in English, Great listening and relationship-building skills

  • Solid technical background with understanding and/or hands-on experience in software development, web technologies and hardware setup

Benefits

  • Uncapped holidays: The startup world is busy, we encourage taking time off to recharge and rest.

  • Remote Flexible working: we appreciate that everyone has their optimum setup and things to work around in life. We support remote and hybrid working as well as varying hours.

  • £50 month personal wellbeing budget

  • Access to Open Up - if you need support big or small you can reach out to Open Up and speak to certified psychologists in 24 hours

  • Private healthcare

  • £1,000 personal budget per year for professional development. You will learn a lot here but there may be more want or need. With this budget, we aim to support you in your career growth.

  • Team lunch Wednesdays: out together in person, or virtually with food delivery credit.

  • Socials and a biannual global meet-up: we are passionate about bringing everyone together whenever we can, this helps build tighter bonds and alignment.

  • Enhanced parental leave policy (maternity and paternity)

  • Cyclescheme & Techscheme

  • Chance to work at a fast-growing start-up changing how the products of the future are designed, and exposure to a transparent startup journey

  • Real work ownership - you drive your own initiatives and have an opportunity to take your work all the way through to launch.

  • Opportunity to work with some of the world’s leading design companies

  • Transparent insight into the startup journey, plus unparalleled learning if you’re up for the challenge!