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 is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands. Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.<h4>About the Product team at Gorgias</h4>At Gorgias, Product teams work cross-functionally with GTM teams, taking a "whole product" approach. PMs are full-stack owners of outcomes, driving the entire product lifecycle, from discovery to impact measurement. We operate with an agile at scale (Tribe x Squads) model, prioritizing customer value through features ranked by business impact, feedback, effort & risk, and company vision. Gorgias moves fast, and so do we. We value agility, precision, and candor, embracing feedback to drive product and operational excellence. 🚀<h4>Join us to define the future of commerce with a conversational AI that drives sales and automates CX for merchants!</h4><ul><li>At Gorgias, we believe commerce is a force for good, empowering merchants to grow. As traditional ecommerce models face privacy challenges, conversational AI unlocks new engagement opportunities, offering a personalized, interactive experience: like being greeted by a store founder. With 16,000 merchants and strong brand recognition, Gorgias is uniquely positioned to become the conversational AI for ecommerce. Already adopted by 2,000 merchants, our AI solutions are set to reshape customer interactions, tapping into a $400M market opportunity just on Shopify. 🚀</li><li>At Gorgias, the Growth team is responsible for optimizing the entire customer journey—accelerating acquisition, improving activation, and driving expansion. We are building a cross-functional Growth Tribe, integrating Product, Engineering, GTM, Finance and Data, with a dedicated focus on Product-Led Growth (PLG).<ul><li>Increase self-serve acquisition and trial-to-paid conversion rates.</li><li>Improve onboarding experiences to accelerate time-to-value.</li><li>Drive expansion and monetization by optimizing feature adoption.</li><li>Build automated, data-driven engagement loops to boost retention.</li><li>Own our billing logic and support GTM & Finance to conduct pricing experiments.</li><li>Partner with GTM teams (Sales, Customer Success and Marketing) to align PLG strategies</li></ul></li></ul><h4>What You'll Do</h4>With an $11M+ nnARR estimated opportunity in 2025 through PLG initiatives, we need a Director of Product, Growth to take ownership of our self-serve funnel, our billing logic and build a high-velocity, experimentation-driven product function.<ul><li>Get sh*t done: Define the team’s 1-3 year PLG & Billing strategy, managing the full user experience for self-service and SMB customers, owning OKRs related to trial conversion, expansion revenue, and feature adoption. Run KPI forecasts (including ARR, NPS, feature adoption), and identify growth opportunities. Get the team to deliver fast and well: set the bar for excellence in product management looks like at Gorgias.</li><li>Domain Expertise: Stay informed on ecommerce, tech, and AI trends, continuously seeking external insights and fostering a culture of learning. Actively explore new products, stay on top of PLG trends and experiment new tools & tactics. Build a strong network within the Growth SaaS leader ecosystem to stay connected with leading practices. Work with our Finance & Accounting department to keep a modern billing, payment and subscription management tool stack.</li><li>Optimize self-serve trials, onboarding and feature adoption: Improve activation by removing friction, surfacing high-value product moments, and developing a scalable experimentation framework with continuous A/B tests to enhance product-led acquisition and monetization, while leveraging data to drive decision-making to uncover insights and measure success.</li><li>Cross-Functional Coordination: Drive product and cross-functional OKRs and project execution through weekly and monthly business reviews, prioritizing initiatives, and aligning Growth initiatives within Marketing, Sales, and Customer Success to maximize impact. Own the billing mechanism and Stripe integration, ensuring a seamless, automated payment & subscription management experience that drives efficiency and revenue growth.</li><li>Team Development: Joining the team with a small Product team (1-2 reports), deliver impact in 2025 to expand the Growth Teams in 2026, building a self-sustaining team structure with Squads owning critical areas of the funnel.</li></ul><h4>Who You Are</h4><ul><li>Founder mindset: You don’t take no for an answer. Bold & creative, you act with urgency and push the boundaries. You see the executive team as partners and resources rather than authority figures to appease.</li><li>Obsessed about impact: You act with urgency and ensure the team delivers at a high velocity, taking a hands-on approach to analysis, strategy, and execution when needed. You build and lead strong teams, successfully scaling Growth teams and working cross-functionally with GTM.</li><li>Empathetic leadership & composed authority: You gain buy-in for decisions, communicate thoughtfully with the right people at the right time, and consider the impact of your choices across teams. You remain calm and composed when making important or difficult decisions.</li><li>Proven track record: You’ve scaled PLG motions, owned billing, trialing, payment gateways and understand how to test, iterate, and optimize quickly, leveraging insights, conversion funnels, and cohort analyses to drive product strategy while focusing on high-leverage growth levers that drive revenue and retention.</li></ul><h4>Perks and Benefits</h4><ul><li>🏖️ 5-week vacation plus 2 weeks RTT (We follow each country's appropriate PTO Laws)</li><li>🤕 Paid sick leave</li><li>🧸 Paid parental leave (16 weeks)</li><li>💻 MacBook Pro</li><li>🍽️ Personal credit card to buy lunches (we use <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.swile.co/en-FR">Swile</a>)</li><li>🏥 We provide private health insurance (we use <a target="_blank" rel="noopener noreferrer nofollow" href="https://alan.com/">Alan</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 per year (includes books, courses, and training sessions that are easily identified and linked with your job scope. This also covers individual coaching!)</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!)</li></ul><h4>Candidate Interviewing Process</h4><ol><li>Intro Call (30 min) – Meet <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/brittany-marie-walker-entj/">Brittany</a> for an intro to Gorgias and the role.</li><li>Hiring Manager Deep-Dive (60 min) – Meet <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/thomastrinelle/">Thomas</a>, hiring manager, to discuss your experience, growth philosophy, and leadership style.</li><li>Peer Collaboration (45 min) – Meet <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/max-pruvost/">Max</a>, VP Product for Conversational AI team to discuss Product leadership, strategy and cross-team collaboration.</li><li>Case Study Preparation – Real-world growth scenario to assess strategy & execution. Choose to prepare the case study live (3 hours) in the office or at home (7 days).</li><li>Case Review Panel (45 min) – Discuss findings with your future team <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/claudia-pravettoni/">Claudia</a>, Senior Manager of Scaled CX, <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/julienmarcialis/">Julien</a>, Growth Marketing Manager and Thomas, VP Product.</li><li>Founder & Executive Chat (30 min each) – Meet with the CEO Romain and CRO Dan to align on vision.</li><li>Reference Checks (3 calls, 15 min each).</li></ol>Diversity & Inclusion at Gorgias We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences, and perspectives. At Gorgias, we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status. 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 nofollow" 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

Customer Support Team

📊 Data Analytics team's mission is 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.

Data Analytics Team

Engineering Team

💰 The Finance & Strategy team's mission is to empower department leaders with insights, tools, and data to make decisions about where to place bets and allocate capital.

Finance & Strategy

🗣️ 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

Our mission is to have Exceptional People Grow in an Exceptional Environment

People Team

At Gorgias, Product & Design teams work cross-functionally with GTM functions, think “whole product”; Product Designers are full-stack, conduct their own research and own outcomes. They are therefore responsible for the entire lifecycle of solution building from discovery, ideation, solutioning, prototyping, validation, adoption and measuring impact.
Using an agile at scale model (Tribe x Squads), across all our we have a solid & diverse product culture and our roadmap is always focused on delivering the most customer value by prioritizing features according to (1) impact, (2) team & customer feedback, (3) effort & risks as well as (4) company vision.

Product & Design 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.

Director of Product, Growth

Gorgias

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General Information