KJ Gantt remembers one customer interaction clearly.

An older customer needed help setting up a new device. It would have been easy to move quickly, finish the setup, and send them on their way. But KJ could tell the customer didn’t just need the device to work. They wanted to understand it.

So he slowed down.

Step by step, he walked them through the setup, explaining what he was doing and why. By the end of the interaction, the customer felt confident enough to do it on their own next time.

Then they said something that stuck with him: no one had ever taken the time to actually teach them before.

For KJ, a Field Expert and Peer Advisor on Team Austin, moments like that are the reason the work matters.

“The job is bigger than technology,” KJ said. “It’s about empowering people and making them feel comfortable and capable.”

Finding the human side of tech

KJ didn’t come to Asurion just because he liked technology. He came because he liked helping people.

He’s always been drawn to work where communication, trust, and leadership matter. Over time, he realized that what motivated him most wasn’t just solving problems. It was helping someone feel less frustrated, more confident, or more connected.

“I realized I wasn’t just interested in technology, I enjoyed the human side of it,” KJ said. That perspective shaped what he was looking for in his next role. He wanted a place where he could work directly with people, grow professionally, and build real relationships along the way.

Asurion stood out because the work wasn’t only about tech support or sales. It was about helping customers understand the products and services that protect the technology they rely on every day.

“It was about building trust, educating customers, and creating real interactions,” he said.

A role built on trust

As a Field Expert, KJ spends his days helping customers feel less overwhelmed by technology.

Some days, that means solving a problem. Some days, it means explaining how a product or subscription can help protect a customer’s device or make their day a little easier. Other days, it means helping someone through a stressful moment with patience, humor, and care.

“I help customers feel more comfortable with technology while also helping protect the devices and services they rely on every day,” KJ said.

The work can move quickly, but KJ tries not to let it feel transactional. He knows customers can tell the difference between someone who is simply completing a task and someone who genuinely wants to help.

That’s where he sees the real opportunity in the role: not just to sell something, but to make sure customers understand the value behind it.

“I try to make every interaction feel personal instead of transactional,” he said.

Growing into a coach

When KJ first joined Asurion, he focused on learning the role and improving his own performance.

But as he became more comfortable, his attention naturally started to shift toward the people around him. He began helping newer team members build confidence, improve their communication skills, and understand how empathy can change the direction of a customers interaction.

Now, as a Peer Advisor, coaching is one of the parts of the job he enjoys most.

“I genuinely enjoy helping people, both customers and teammates,” KJ said. “Seeing someone improve because of guidance or encouragement is rewarding to me.”

One thing he’s especially proud of is helping create more realistic coaching and role-play conversations for newer employees. Instead of practicing scenarios that feel scripted or disconnected from the field, KJ believes coaching should reflect what actually happens in customer conversations.

That approach has helped create more honest feedback, stronger collaboration, and more confidence on the team.

The team behind the work

KJ describes Team Austin as a group that works hard, supports each other, and keeps things human.

The team focuses on customer experience, problem-solving, and helping people see the value in the solutions Asurion offers. But the collaboration is what stands out most to him. Whether someone needs help with product knowledge, handling objections, or navigating a tough customer interaction, there is always someone willing to step in.

“One thing I appreciate is that people genuinely help each other improve,” KJ said.

That support has helped KJ grow in ways he didn’t expect. In about a year with Asurion, he’s learned more about leadership, coaching, communication, and self-awareness.

He’s also learned that strong customer service and strong sales have something important in common: both depend on trust.

Staying calm when things get hard

Customer-facing work can be unpredictable. Not every conversation goes smoothly. Some customers are frustrated. Some are overwhelmed. Some need more time, more patience, or a different approach.

For KJ, one of the biggest lessons has been learning how to stay confident in those moments without taking them personally.

He’s naturally reflective and calm under pressure, something his teammates may recognize quickly. He also uses humor to keep energy positive when things feel tense. “I believe professionalism and personality can exist at the same time,” KJ said. “You can work hard, take care of people, and still make someone laugh during a stressful moment.” That balance of confidence and empathy, focus and humor has shaped the way he works and leads.

“You can lead strongly while still listening carefully and treating people with respect,” he said.

Growth, one day at a time

Ask KJ to describe Asurion in one word, and he’ll say: growth.

Not because growth always happens in big, obvious moments, but because he’s seen how small habits build over time. Listening better. Staying coachable. Showing up consistently. Helping the next person get better.

The best career advice he’s ever received captures that mindset well: “Be so consistent they can’t ignore you.”

For KJ, consistency is part of how people grow into leadership, even before they have everything figured out.

“I want people to know you don’t have to have everything figured out to grow into leadership,” he said. “Sometimes growth starts by simply being willing to learn, stay consistent, and help the people around you succeed too.”

And for anyone considering a role like his, that’s where he’d tell them to start. Be open to learning. Stay coachable. Build relationships. Remember that product knowledge matters, but people remember how you made them feel.

Because for KJ, the work has never been just about devices, products, or subscriptions. It’s about helping people feel capable, connected, and cared for — one conversation at a time.