Customer Experience Leader Takes Center Stage

Chelsea Keefe is a central presence on our international Customer Experience team. Her leadership ensures our customers get the most out of their experience with our platform. Beyond her role in CX operations, Chelsea has a major impact on Immersive as an organization. When she was asked to co-host our biggest ever company-wide event in Dublin earlier this year, she stepped up to the challenge and onto the stage. We spoke with Chelsea to learn more about her experience:

Her Immersive Experience

Hi Chelsea! You have a really interesting and important role at Immersive. We work with some of the world’s largest organizations and your team helps make sure they have a world-class experience with Immersive. Can you tell us a little bit about your role?

I lead our global Customer Experience Operations (CX Ops) team here at Immersive. One of the things I enjoy most about my role is how dynamic and varied it is—it's definitely not a cookie-cutter job. Our team owns a wide range of responsibilities that are core to the success of the Customer Experience (CX) organization, including our Help Center, Customer Support, customer proposals and due diligence, integrations—just about anything operational that impacts our customer’s experience.

What does your day-to-day look like?

Because of that breadth, no two days are the same. It keeps things exciting, and I love the challenge of switching gears and problem-solving in different areas every day.

As you know, “customer-centric” is one of our core values. What does being customer-centric mean to you in your role?

Being customer-centric means putting ourselves in the customer’s shoes (both our company’s customers and our internal employee customers) and constantly thinking about how our work impacts their experience. In CX Ops, that mindset shows up in everything we do—from the systems we build to the resources we create. We’re always asking, “Is this clear? Is this helpful? Does this make it easier for the customer to be successful?”

For me personally, it’s about balancing efficiency with empathy. We support some of the largest enterprise organizations, and every interaction is an opportunity to build trust and deliver value. Being customer-centric means making sure our behind-the-scenes work empowers our CX teams to show up for customers in the best way possible.

Hosting a Company-wide Event

Speaking of connecting in person… Every year we host an in-person event for our global teams. This January you were front and center of the event when you hosted Immersive Assemble LIVE 2025 in Dublin! You presented to hundreds of Immersers and officially launched our new brand with your co-host and VP of Brand & Creative Director, William Bloor.

Can you share a little about that experience?

It was such a fun and energizing experience. I was truly honored to be asked to represent the company on stage with Will—it meant a lot to be trusted with helping to kick off such an important event for our global team. It was an incredible opportunity to help bring everyone together and set the tone for a few days of connection, collaboration, and celebration. Being up on stage gave me a front-row seat (literally!) to just how passionate and engaged our team is across every region and function.

There’s something really powerful about being in the same room with the people you work with every day, especially in a company as globally distributed as ours. I left the event feeling recharged, proud, and even more excited about what we’re building together.

Work-Life Blend > Work-Life Balance

With such a dynamic and demanding role at Immersive, how do you maintain a work-life balance?

I’ve found that what works best for me isn’t thinking of work and life as two completely separate things, but rather as parts of a whole—what I sometimes call a 'work-life blend.' Especially as a remote employee, the lines can blur, and I’ve learned to embrace that by focusing on being present and intentional with my time, whatever I’m doing. It’s less about rigid balance and more about making sure the things that matter most are getting the attention they deserve at the right time.

The idea of blending makes a lot of sense, especially when you work remotely. What are you excited about doing when you close your laptop at the end of the workday?

Outside of work, life is full and active! We’re a big sports family, which means my husband and I dedicate a lot of our time to supporting our three kids and driving them all over the state for their activities. I also coach a competitive youth basketball team, which keeps me on my toes. Living in Colorado, I try to take advantage of the outdoors as much as possible—whether it’s hiking, biking, water sports, or cheering on our local teams.

How have you used your benefits to support your ‘work-life ‘blend’ in the past year?

I’m a bit of a sports and wellness junkie, so I’ve loved using the Physical Wellness Fund to try out new fitness classes—Pilates was a recent favorite! I’ve also taken full advantage of the Birthday Holiday. My birthday usually falls around Memorial Day weekend (the unofficial kickoff to summer in the U.S.), so I typically turn it into a long weekend and celebrate with a pool day. It’s such a great perk and a fun way to recharge.

And any plans on how you’ll use them in 2025?

My oldest child recently set a goal to complete a Duolingo lesson every day for 30 days—she’s now on day 72 and counting! Watching her stick with it and hearing her language skills improve has inspired me to use my Learn Anything Fund in 2025 to pick Spanish back up. I studied it for years growing up but never became fluent. I’m excited to have the chance to dive back in and learn alongside her.

What Makes Us Different

What do you enjoy most about working here?

The simple answer is—hands down—the people. When I joined Immersive, I was immediately struck by how engaged and collaborative everyone was. People here don’t hesitate to jump in and solve problems. I genuinely enjoy working with everyone here, and I especially love the opportunities to connect in person with my fellow Immersers—it’s always energizing and reinforces how special the culture is.

Finally, what advice would you give someone considering a career at Immersive?

My advice would be: jump in with curiosity and a willingness to collaborate. Immersive is a place where people genuinely care about what they do and are always ready to roll up their sleeves to solve problems together. It’s fast-paced and ever-evolving, so being adaptable and open to learning will take you far. There’s a lot of opportunity to make an impact here, but you have to be proactive and ready to lean in. If you’re someone who thrives in a mission-driven, team-oriented environment, you’ll feel right at home.

Thank you, Chelsea!

Interested in joining our team? Check out our open roles and learn more about what it's like to work at Immersive on our website. If you have any questions about current career opportunities, feel free to reach out to our TA team.

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