About Gather Flora

Gather Flora is a Techstars and Symphonic Capital-backed pre-seed startup building new levels of efficiency, quality, traceability, and sustainability into the supply chain of the $80bn floriculture industry. To date, we’ve bootstrapped to over $1MM in annual GMV, serving 1,600+ buyers and 80+ farms, predominantly in our home base of California.

Our platform enables buyers to source the best, freshest flowers from local farms, improving quality gains by 15%, and cutting days and several thousand miles from the sourcing journey. With a proven foundation for success, we are now turning our attention to pushing forward our web platform usage and capabilities, and ability to repeat success reaching new customers and new markets.

Our fast-paced early-stage startup is searching for a Customer Onboarding Specialist who has the customer focus, tech savvy, grit, creativity, and drive to lead our team in sales and customer support during the early stages of our company. This is a full time role. You will be the backstop support for our early stage team which is connecting customers to incredible regional networks of locally, sustainably, and transparently sourced flowers for the first time. Our ideal candidate will have both a sales and customer service background, experience with early-stage startups, and the ability to adopt, improve, and lead our sales program. Experience with farms, cut flowers, or floristry is a strong plus. 

Objectives of this role

• Run training, demos, webinars, and build out resources for self-service to swiftly move new farms and florists through our onboarding process and into routine sales. Increase quality and efficiency, maintaining updated documentation.
• Increase customer engagement, retention, and satisfaction by helping our small business clients achieve their goals.
• Oversee top-tier customer support in a timely manner, in coordination with our broader team to support the business success of our clients.  
• Track and report on client activity and sales, identifying common customer challenges and characteristics of at-risk customers, and proposing solutions.
• Tune and build sales processes to run with high efficiency.
• Achieve KPI’s expected by senior management.
• Assist the QA team with regular product release testing.

Responsibilities Include: 

• Quickly adopt a comprehensive knowledge base of our software platform's features, updates, and best practices. Effectively communicate this to customers.
• Run and continually improve the end-to-end customer onboarding process, working closely with cross-functional teams to ensure a streamlined and positive experience.
• Conduct onboarding sessions, product tours, and product demos to familiarize new customers with our platform's features and functionalities. Drive improvement in experience, conversion, and scalability in these processes.
• Proactively engage with customers to understand their specific needs, provide personalized support, offer recommendations, and promote a deep understanding of florist requirements.
• Leverage our current tooling and offerings to onboard customers to the best solutions as quickly as possible.
• Educate and assist new customers in resolving technical issues, ensuring a smooth adoption of our platform and maximizing customer satisfaction.
• Pass requests and ideas for improvement back to the internal team. 
• Monitor customer feedback and inquiries, promptly responding to support requests and ensuring timely resolution of any issues or concerns.
• Collaborate with the sales and marketing teams to identify upselling opportunities and contribute to customer retention efforts.

Qualification and considerations: 

• Proven experience in customer support, onboarding, or similar customer-facing roles on software products. Ideal fit has worked with early-stage or beta releases.
• Strong problem-solving skills with a keen eye for identifying process improvement opportunities.
• Excellent verbal and written communication skills, with the ability to effectively convey technical information to customers of varying technical backgrounds.
• Empathetic and patient approach in handling customer inquiries, ensuring a positive customer experience.
• Familiarity with CRM systems and support tools is preferred. Systems you will be using include: Asana, Google Analytics, Airtable, Email Marketing, 
• Passion for the floral industry and a genuine interest in understanding the needs and challenges of florists and farms.

Salary range is between $40,000-$55,000

Gather Flora is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Please send resume and cover letter to jobs@gatherflora.com. We are accepting applications on a rolling basis.