Senior Growth Manager

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide –&nbsp;from small independent shops to some of the largest ecommerce brands in the world. We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel. We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

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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Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world. We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel. We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.Please ensure to apply with a resume in English for our team to review<h4>Join our team for the opportunity to:</h4>👩🏼‍💻Work with a passionate and motivated team who is always on the lookout to provide high-touch interactions to our merchants.💪 Display extreme ownership by driving adoption and positively impacting the usage of the accounts for Basic and Pro merchants, returning results that serve the vision of the team.🌱 Guide merchants to success and encourage their business growth.<h4>About the Role</h4>As an Office Hours Consultant, you will guide our merchants through their questions and inquiries, ensure they adapt Gorgias to their business needs and implement Gorgias features into their accounts. You’ll help them optimize their setup and plans to positively impact our company’s goals. You will show great product knowledge and will be flexible to adapt to any questions, objections, and roadblocks they might have. Additionally, you will assist the Support operation by answering customer inquiries via tickets and collaborating on projects when applicable.You will display great consultative skills and customer success skills to de-escalate difficult conversations about pricing, usage, troubleshooting, etc. as well as display proactiveness, great ownership, honesty, and interest in growing within the Office Hours operation.The Office Hours Consultants provide support in different timezones, with special attention to the EST and PST, so the shifts in which you will work are focused on these timezones.<h4>What You’ll Do</h4><ul><li>Get Office hours calls booked on your calendar and prepare beforehand to understand the topics of discussion and the features that will fulfill the customer's needs and company goals</li><li>Attend calls with merchants to discuss their questions and help them optimize their accounts, address any unprompted questions and objections they may have</li><li>Take advantage of any upsell opportunities to ensure our clients make the most out of the platform and their subscriptions</li><li>Minimize churn risk and positively influence merchant’s metrics through feature enablement</li><li>Answer Billing and Support inquiries</li><li>Follow-up with merchants and update call notes after the meeting</li><li>Collaborate in Support projects when applicable as part of the Office Hours operation</li></ul><h4>Who You Are</h4><ul><li>You have at least 2 years of experience in a Customer Success role</li><li>Confident in developing a great product knowledge of Gorgias and using it to answer customer questions and optimize their workflows</li><li>Comfortable driving enablement on customer accounts and taking a consultative approach to your calls</li><li>Experience working on virtual calls with customers</li><li>Experience with automation and implementation programs/initiatives</li><li>Have excellent communication and soft skills</li><li>Strive to provide great customer service</li><li>Feel comfortable in situations where you might not have the answer right away</li><li>Comfortable working with different aspects of Gorgias including customer journeys, industry trends and standards, billing and subscription, Gorgias products, etc.</li></ul>This role will be Hybrid, reporting to our Buenos Aires Office<h4>Perks and Benefits</h4><ul><li>🏖️ 5-week vacation</li><li>🤕 Paid sick leave (15 days)</li><li>🌏 6 weeks full-remote/year</li><li>🧸 Paid parental leave (16 Weeks)</li><li>🍽️ $300/month for lunch expenses (you'll have your own Gorgias credit card)</li><li>🏥 Included in your offer’s calculation, there’s a 5% bonus for healthcare to compensate for Private Health costs</li><li>💆🏻‍♀️ Get $700 to set up your workstation at home (working from home should feel breezy)</li><li>📚 Get $2000 of learning material and wellness support per year! Take advantage of these resources to grow in your role and prioritize your personal development and wellness.</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! </li></ul><h4>More cool things to know about Gorgias... 😁</h4><ul><li>Raised our Series C-2 for $29M in May 2024: <a target="_blank" rel="noopener noreferrer nofollow" class="PlaygroundEditorTheme__link PlaygroundEditorTheme__ltr" href="https://finance.yahoo.com/news/gorgias-raises-29m-funding-lead-120000497.html">Article Here</a> ⬅️ </li><li>We went from 0 to 15,000+ merchants using our platform since 2016</li><li>We have a <a target="_blank" rel="noopener noreferrer nofollow" class="PlaygroundEditorTheme__link PlaygroundEditorTheme__ltr" href="https://www.glassdoor.com/Overview/Working-at-Gorgias-CA-EI_IE2320711.11,21.htm">4.3 rating on Glassdoor</a> & <a target="_blank" rel="noopener noreferrer nofollow" class="PlaygroundEditorTheme__link PlaygroundEditorTheme__ltr" 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><h4>Diversity, Equity, and Inclusion at Gorgias </h4>At Gorgias, we’re dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.We also recognize that individuals from diverse backgrounds—especially women and underrepresented groups—may hesitate to apply if they don’t meet every requirement. If this role excites you and you’re eager to grow, we strongly encourage you to apply, even if you don’t check every box. You might bring something unique and valuable that we didn’t even know we needed.If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at <a target="_blank" rel="noopener noreferrer" class="c-link" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>. Let’s grow together!

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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.

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Gorgias

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