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 Team</h4>You'll be joining our dynamic Automate team, a cross-functional group dedicated to revolutionizing customer support in the e-commerce space. Our mission is to seamlessly automate interactions between merchants and shoppers, creating effortless experiences for both sides. The Automate team consists of talented Software Engineers, Machine Learning Engineers, Product Managers, and Designers, all working collaboratively to push the boundaries of AI-driven customer support. Our primary focus is developing and refining an innovative AI Agent capable of automatically answering customer requests with accuracy and efficiency.<h4>What you will do</h4>Role Overview: As a Data Scientist focused on LLM at Gorgias, you will play a crucial role in developing, refining, and enabling our AI Agent, designed to automatically address and resolve shopper requests for our merchant clients. Beyond prompt engineering, you'll be instrumental in scaling the AI Agent's capabilities by developing the right LLM strategies to enable our services. You will work closely with our ML Engineers, Product Managers, and Software Engineers to create, optimize, and implement solutions that enhance the efficiency, accuracy, and functionality of our AI-driven customer support solutions.<ul><li>Key Responsibilities:<ul><li>Engineering: Think as an Engineer to develop systems that can scale and allow for fast, reliable, and trusted iterations. Apply scientific and engineering principles to prompt design, LLM evaluation processes, and technical integrations with ecommerce platforms and tools.</li><li>LLM pipelines: Design, develop, and refine prompts to guide the AI Agent in generating accurate and contextually relevant responses to shopper inquiries. Identify patterns, and drive improvements in both prompt design and overall AI Agent performance.</li><li>Data Analysis: Analyze large-scale data from LLM evaluations to derive insights, Identify heuristics to sample improvement and non-regression dataset. Build reliable estimators for on-going AB tests, analyse optimal experiment stoping time and mitigate cross AB test contamination.</li><li>Testing & Evaluation: Conduct extensive testing of prompts to ensure they perform well in diverse scenarios. Design and implement robust methodologies for assessing LLM performance at scale. Evaluate prompts rationally via systematic testing protocols(off-line train/test splits, on-line with AB tests).</li><li>Collaboration: Work product managers to understand requirements, incorporate feedback into prompt design and improvement, and integrate findings from large-scale evaluations into the AI Agent's development. Work with ML engineers to build and fine-tune in-house LLMs that out-perform state of the art.</li><li>Documentation: Maintain comprehensive documentation for prompt design, usage, best practices, and evaluation methodologies to ensure clarity and consistency across the team.</li><li>Continuous Improvement: Stay up-to-date with advancements in AI, natural language processing (NLP), and prompt engineering techniques. Incorporate cutting-edge methodologies into prompt engineering and LLM evaluation processes.</li><li>User Experience: Analyze and interpret user interactions and large-scale performance data to identify areas for enhancement and ensure the AI Agent provides a seamless and positive experience for shoppers.</li><li>Performance Metrics: Develop and refine metrics for evaluating prompt and LLM performance at scale, ensuring that improvements can be quantifiably measured and validated.</li><li>Technical Enablement: Develop and scale connections between AI Agents and the e-commerce ecosystem, allowing the AI to perform a wide range of actions. Collaborate with Software Engineers to identify integration opportunities and implement scalable solutions that expand the AI Agent's capabilities across various platforms and tools used in e-commerce.</li></ul></li></ul><h4>Who you are</h4><ul><li>Experience: 2 years of experience in statistics, prompt engineering and LLM pipelines.</li><li>Technical Skills: Proficiency in programming languages such as Python/SQL, large-scale data analysis, and prompt engineering tools and frameworks.</li><li>Analytical Skills: Strong problem-solving abilities with a keen eye for detail and an understanding of how to work with AI to create a system with business impact.</li><li>Communication: Excellent written and verbal communication skills, with the ability to articulate complex concepts to both technical and non-technical stakeholders.</li><li>Education: Masters degree in STEM (science, technology, engineering and mathematics), or a related field.</li></ul><h4>Benefits and Perks</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 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.</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>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.

Data Scientist - LLM Pipeline focus

Gorgias

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