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 65+ 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

The Product and Operations Specialist will be integral to supporting the Customer Operations Team by enhancing user onboarding and training, streamlining automated functions, and managing product support. The role involves cross-functional collaboration to ensure alignment between strategies and customer needs. A significant part of this role includes managing the Product Support function through Zendesk, resolving technical issues, and assisting with the launch of new Enterprise Customer accounts. The Specialist will develop a deep understanding of user workflows to drive innovation and contribute creative ideas to elevate the Customer Operations Team’s impact.

Key Responsibilities

1. Onboarding & Training: Improve user onboarding and training experiences by being a Gravity Sketch product ambassador and expert; understand the features and functionality of our products better than anyone else

2. Automated Functions: Implement and manage processes that support automation

3. Customer Growth Programs: Support initiatives aimed at expanding customer engagement and satisfaction included but not limited to Gravity Sketch workflow curriculums and the Certification program. Identify, create and organize the resources needed to support our users and organisations depending on where they are in their journey, including documentation and workflow videos

4. Product Support Management: Oversee product support via Zendesk and the Gravity Sketch Help Center; address complex technical issues, and assist with new customer launches. Own the weekly reporting on our Product Support function and deliver insights into patterns and trends in our queries and performance

5. Cross-Functional Collaboration: Work with various teams to ensure strategies are aligned with customer needs. This includes but is not limited to collaborating with our engineering team to solve more complex issues.

6. User Workflow Insights: Understand and analyse user workflows to inform product enhancements

7. Innovation & Creativity: Contribute innovative ideas to advance the Customer Operations Team's success

Requirements

• Previous experience in a Product Support or Implementation role

• Knowledge of software in key design workflows (Gravity Sketch, CAD, Illustrator, Photoshop, etc.) and/or auto/ID/Footwear focused design degree

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

• Organisation: Excellent structure and organisation, 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

• 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, strong contributor to team work, hungry for success, and not afraid to roll up your sleeves and help out wherever needed

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

Nice to haves

Able to work from our studio in Brixton 1-2 days per week

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

• Private healthcare

• Unlimited access to mental health support

• Enhanced parental leave policy (maternity and paternity)

• £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