Senior Engineering Manager

Meet Gorgias, the customer service platform designed for ecommerce merchants, and built to provide amazing experience to shoppers at scale on Shopify, BigCommerce, and Magento. Our product empowers merchants to manage all their customer service in one place over email, live chat, voice, Facebook, Instagram, Twitter, and SMS. Everything we do is for our customers, and we’re currently serving over 12,000+ ecommerce merchants, including : Steve Madden, Timbuk2, Decathlon, and Sports Illustrated. They love us for our innovative product, our focus on their ecommerce needs, and, of course, our lightning-fast customer service response time. We raised $25 million in our Series B round in December 2020 and $30 million in our Series C round in 2022. We more than doubled in size in every meaningful way: annual recurring revenue, the size of our customer base, and the size of our Gorgias team, for starters. We’re still growing fast and looking for new teammates who want to grow with us.

Gorgias

If your referral is hired by Gorgias, you will receive 1.000$ for an IC position and 1.500$ for a management opening. Thanks for your help!

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Meet Gorgias, the customer service platform designed for ecommerce merchants, and built to provide amazing experience to shoppers at scale on Shopify, BigCommerce, and Magento. Our product empowers merchants to manage all their customer service in one place over email, live chat, voice, Facebook, Instagram, and SMS.Everything we do is for our customers, and we’re currently serving over 12,000+ ecommerce merchants, including : Steve Madden, Timbuk2, Decathlon, and Sports Illustrated. They love us for our innovative product, our focus on their ecommerce needs, and, of course, our lightning-fast customer service response time. We raised $25 million in our Series B round in December 2020 and $30 million in our Series C round in 2022. We more than doubled in size in every meaningful way: annual recurring revenue, the size of our customer base, and the size of our Gorgias team, for starters. We’re still growing fast and looking for new teammates who want to grow with us.About the Machine Learning teamThe team's primary function is to improve the productivity of Support Agents through Gorgias and, in turn, to help merchants improve the quality of the customer support process. We do this through three main means:<ul><li>First, we enable merchants to automate responses and actions for common support requests, through a rules system. This eliminates all the trivial work and helps Support Agents to focus where their time is really important. And in those areas, the Productivity team provides efficiency tools as well.</li><li>Second, Agent Efficiency features: auto-tagging and route tickets, template responses, and phrase prediction.</li><li>Third, improve the adoption of the Productivity features, by identifying automation opportunities for the merchant.</li></ul>What You'll Do <ul><li>Develop highly scalable classifiers and tools leveraging machine learning, data regression, and rules-based models.</li><li>Suggest, collect and synthesize requirements and create an effective feature roadmap.</li><li>Code deliverables in tandem with the engineering team and product team.</li><li>Adapt standard machine learning methods to best exploit modern parallel environments, including distributed clusters, multicore SMP, and GPU.</li><li>Being proactive, and suggesting improvements and new features</li></ul>Who You Are<ul><li>3+ years of experience in delivering and running NLP ML models in production</li><li>Machine Learning Framework(s): PyTorch, MXNet, or Tensorflow</li><li>Scripting languages: Python and shell script</li><li>Linux, UNIX, or other *nix-like OS as evidenced by file manipulation, advanced commands, and shell scripting</li><li>Translating insights into business recommendations</li><li>Experience with: Kubernetes, Terraform, CI/CD, Docker</li></ul>Perks and Benefits🏖️ 5-week vacation + 2 weeks of RTT🤕 Paid sick leave🧸 Paid parental leave (16 weeks)💻 Latest MacBook Pro🍽️ Personal credit card to buy lunches (we use <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.swile.co/en-FR">Swile</a>)🏥 We provide private health insurance (we use <a target="_blank" rel="noopener noreferrer nofollow" href="https://alan.com/">Alan</a>)💆🏻‍♀️ Get up to €700 to set up your workstation at home (working from home should feel breezy)📚 Get up to €2000 of learning material and wellness support per year! This includes €1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a €500 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.🥰 Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats! (Here is <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.youtube.com/watch?v=0RzhEq7o4rg">the video</a> of the September 2023 P&E team retreat in Romania)Join our team for the opportunity to:👩🏼‍💻Work with smart, passionate people every day💪 Get extreme ownership over your work and results🧠 Be treated like the expert you areEngineering Team CultureGetting Stuff Done, Ownership, Team Work, Excellence, and Agility.You should join us if you want to ship stuff fast without sacrificing quality. We've put great importance on testing our code, cleaning it, treating errors first, and features later.We also value growth and ownership. People make mistakes. We learn from them to avoid them in the future. We cannot achieve excellence if there are no bumps in the road.Click <a target="_blank" rel="noopener noreferrer nofollow" href="https://drive.google.com/file/d/1whGhdNM_RugI1QwvAQPYQRnsXZ_A5_91/view?usp=sharing">Here</a> to hear an in-depth interview with one of our Engineering Managers at Gorgias. <h4>Why join us? </h4>🚀 We're among the fastest-growing startups in the eCommerce ecosystem🦄 We've built an extremely efficient go-to-market engine🥇 Work with a talented team you'll learn a lot from🙏 Join a company where automation and good & clean data are core beliefs shared by all🎥 <a target="_blank" rel="noopener noreferrer nofollow" href="https://drive.google.com/file/d/19QAYCdGS23FkW5IPR_Of2ltlYzyOVUlN/view?usp=sharing">Here</a> is an interview with one of our team member’s experiences from our most recent company retreat to Cancun! <h4>More cool things to know about Gorgias... 😁</h4><ul><li>Raised our Series C for $30M in 2022: <a target="_blank" rel="noopener noreferrer nofollow" href="https://techcrunch.com/2022/08/15/gorgias-valuation-710m-series-c-e-commerce-customer-support/">TechCrunch Article</a> ⬅️</li><li>We went from 0 to 10,000+ merchants using our platform since 2016</li><li>We have a <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.glassdoor.com/Overview/Working-at-Gorgias-CA-EI_IE2320711.11,21.htm">4.7 rating on Glassdoor</a> & <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.comparably.com/companies/gorgias">4.7 Comparably culture score</a></li><li>What our customers are saying: <a target="_blank" rel="noopener noreferrer nofollow" href="https://apps.shopify.com/helpdesk#reviews">apps.shopify.com/helpdesk#reviews</a></li><li>Other positions: <a target="_blank" rel="noopener noreferrer nofollow" href="http://gorgias.com/about-us/jobs">gorgias.com/about-us/jobs</a></li><li>Discover the <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.youtube.com/watch?v=4sLFpe-xbhk">Gorgias Platform</a></li><li>Learn about our <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.gorgias.com/blog/international-saas-salary-calculator">Compensation Policy</a></li></ul>Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact <a target="_blank" rel="noopener noreferrer nofollow" class="c-link c-link--focus-visible" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>

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⭐️ Here at Gorgias, our Customer Success Team is on a mission, and it's not just to hit targets. We're becoming best-in-class! We've got a blend of passion and expertise, with 17 dedicated Customer Success Managers (CSMs), guided by three Team Leads, with oversight from a Director. Each Team Lead has six CSMs, to give every CSM coaching and mentorship, allowing the opportunity to fine-tune their skills and grow in their roles. We've put in place a growth track designed to help CSMs achieve outstanding results in their customer success careers. Even though our team members are located around the world from Australia to Romania, we've got a strong team culture that thrives on collaboration, communication and mutual support. We even have in-person events for team building and time for some fun.

Customer Success Team

Engineering Team

💰 The Finance & Strategy team at Gorgias is a dedicated group of nine professionals with expertise in various domains, including accounting, finance, legal, and strategy. 
Our mission is to firstly, safeguard and enhance the financial well-being and stability of Gorgias, and secondly, to facilitate the strategic planning and development of our future endeavors. 
Within the team, we have a well-balanced composition, comprising five accountants, two finance experts, one strategist, and one legal expert, working collaboratively to support Gorgias' financial health and guide our path forward.

Finance & Strategy

📊 Growth Ops team's mission is to maximize Gorgias's impact by empowering all other teams to make data-backed decisions by providing them with accurate data & assisting them in driving insights.

Growth Ops Team

🗣️ Marketing's team ambition is for our product to be widely recognized by the e-commerce ecosystem as the most impactful helpdesk for online stores. We want every single e-commerce owner to have Gorgias in mind when they think about customer experience solutions.

Marketing Team

Sales Team Mission: As the Sales team, we are dedicated to driving growth and creating value for ecommerce merchants and their customers. Our mission is to turn opportunities into customers, and empower ecommerce merchants to deliver exceptional customer experience, automate up to 30% of support and increase website conversion by 15%.

Partnerships Team Mission: As the Partnerships team, we are dedicated to identifying new opportunities, nurturing partnerships, and creating value for ecommerce merchants, their customers, and the overall ecosystem of ecommerce partners. Our mission is to drive growth through strategic partnerships, increase our market presence, and empower ecommerce merchants to deliver exceptional customer experience.

Senior Machine Learning Engineer

Gorgias

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