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, 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.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 are<h4>About the Growth Team</h4>💳 As a SaaS, the first interaction with a customer and Gorgias is to create an account and enter payment details. Easy and quite usual, right? Making it simple, efficient, reliable, and preventing fraud is another story, however. Strong to its dozen of thousands of merchants Gorgias handles thousands of daily transactions and hundreds of daily new accounts which expect fast and easy access to payment methods. 🤖 The second aspect of the team is to develop/groom and maintain the main objects and APIs dedicated to these merchants’ data: Customers, orders, and transactions … Atomicity and observability are the two strong principles guiding the growth team.🚀 The growth team is in charge of:<ul><li>Design, implement, and scale event-driven solutions for the company's main models allowing usage-based pricing, reactive event notifications, and triggers</li><li>Develop robust and scalable flows to support user and customer journeys on the platform (e.g: Shopper buying timelines, merchant should be billed exactly once for the right amount)</li><li>Put in place monitors, metrics, and end-to-end tests to guarantee API and flow SLOs are up to Gorgias’ standards</li><li>Improve and enhance the customer journey from landing on the signup page, until renewing their contract every year, taking into account Gorgias’ customers specificities, their business, and their needs as they grow and navigate across our prices</li><li>Always anticipate, detect, and block fraud at all levels, whether it is by blocking account creation, plan selection, or access to specific features. This team acts as a watchdog against always-evolving patterns and new fraud techniques.</li></ul><h4>About the Role</h4><ul><li>Gorgias started its journey into event-driven architecture 1.5 year ago, and needs a new manager to promote and accelerate this changeA great part of the actual challenge is to normalize the complexities around the EDA systems, especially how to design the software for eventual consistency, idempotency, and keeping the transactional boundaries safeYour role is to ensure the team can gear towards innovation through this architectural transformation, the Developer relations (DevRel) is a central piece in our organization and has ownership of our main Core domains (Tickets as Gorgias is a Helpdesk and Customers)</li><li>The position is available across our European hubs, including Paris (France), Lisbon (Portugal), Belgrade (Serbia), and Bucharest (Romania). Our work arrangement is hybrid, with a requirement of two days per week in the office.</li></ul><h4>What You'll Do</h4><ul><li>Design strong models and APIs in collaboration with senior ICs taking into consideration both external and internal developers’ constraints</li><li>Specify abstraction levels to our data models and ingestion pipelines to guarantee reusability and maintainability at scale</li><li>Work closely with a senior manager, a product manager, and a product designer within a CRM tribe. The goal is to align the vision of the squad within the tribe and align with your peers to set up clear and actionable goals for the team</li></ul><h4>Who You Are</h4><ul><li>5+ years experience in back-end</li><li>2+ years of experience as a team lead or in an engineering manager position</li><li>Experience with high-traffic applications and continuous development/deployment</li><li>Experience with distributed systems and asynchronous workloads</li><li>Big plus if you have managed through architectural transformations, especially from Monolithic ones heavy on cron-jobs towards Event-driven architecture</li><li>Desirable experience with Kafka, Python</li><li>You care about working on applications that are putting the customer's needs first and you thrive in a fast-paced and distributed environment</li></ul><h4>Company Perks and Benefits</h4><ul><li>💰Competitive salary & equity (90th percentile of the market worldwide)</li><li>🏖 5 weeks of vacation (We follow each country's appropriate PTO Laws)</li><li>🍼Paid parental leave</li><li>💻Latest MacBook Pro or equivalent</li><li>🩺Complimentary private health insurance (we use <a target="_blank" rel="noopener noreferrer nofollow" href="https://alan.com/">Alan</a>)</li><li>🚊50% of public transportation reimbursed (Vélib, Navigo, etc.)</li><li>🍴Personal credit card to buy lunches during the week (we use <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.swile.co/en-FR">Swile</a>)</li><li>💆Get up to €700 to set up your workstation at home (working from home should feel breezy)</li><li>📚Get up to €2000 of learning material (includes books, courses, training sessions, etc.)</li><li>🥰 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! (<a target="_blank" rel="noopener noreferrer nofollow" href="https://photos.google.com/share/AF1QipODfjC3mnvGjZvYfoYuAA2xQ7hdQYN6-_PuooMB13SKwJOgC45QbqOV4QJ9z4KVMA?key=QnBha1E2c0JTYlpfV1BjeHFYVmwwQlBOa01kZmVn">Here</a> is the photo album from our last company retreat in Mexico in 2022, when we were a total of 200 people! & <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)</li></ul>Engineering Team Culture<ul><li>Getting Stuff Done, Ownership, Team Work, Excellence, and Agility.</li><li>You should join us if you want to ship stuff fast without scarifying quality. We've put great importance on testing our code, cleaning it, treating errors first, and features later.</li><li>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.</li></ul><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.

Engineering Manager, Growth

Gorgias

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