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>Join our team for the opportunity to:👩🏼‍💻Work with a passionate and motivated team whose focus is driving impact for merchants and the company through implementation, consultation, and strategic conversations.👀 Be always on the lookout to provide high-touch interactions with our merchants that can drive results and minimize blockers and objections from a customer-first perspective.💪 Display extreme ownership by driving a function or key result area of the support operation from start to finish, returning results that serve the team's vision.🌱 Guide your team to success and encourage their growth by becoming experts of the field and the Gorgias products, contributing to the company's goals through different high-scale initiatives.<h4>About the Role</h4>As a Product Specialist Team Leader, you will lead a team that provides high-touch interactions through consult calls, positively impacting the customer’s account status and reducing churn by helping companies effectively use Gorgias features. You will coach, mentor, and manage a team of high-performing employees distributed across Argentina, Serbia, El Salvador, and the Philippines with a focus on progressing their professional growth.You will lead by example by helping customers, inspiring your team with data-driven decisions, and being an expert on the product and the industry to reach your team’s key objectives.As a Team Leader in a client-facing role, you display superb customer service skills, positive energy, tenacity in solving problems, proactiveness, and truly caring about helping customers with the correct platform use while supporting Gorgias’ goals.<h4>What You’ll Do</h4><ul><li>Lead the Product Specialist team by using performance management and development process: weekly performance check-ups, bi-weekly 1:1, monthly carer paths, and quarterly performance reviews to support their growth</li><li>Monitor and coach the team’s quality assurance and efficiency metrics regularly</li><li>Manage your KRs (project management, scoping, reporting, etc) to success</li><li>Handling escalations reported by the team and managing clients who have had a negative experience or are at churn risk</li><li>Work together with Success and Sales and other cross-functional partners to help drive the best support for our clients as well as our leads</li><li>Improve platform and services adoption rate, accelerate customer growth, and reduce churn</li><li>Become proficient with the product and translate client requirements to the capabilities of the product</li><li>Work with other leaders to identify and take action on bottlenecks and areas of improvement within the customer experience and internal processes</li></ul><h4>Who You Are</h4><ul><li>You have at least a year of management experience</li><li>Experience working in customer implementation, success, or support with a focus on customer experience for 2+ years</li><li>Great project management and planning skills with a growth mindset</li><li>Very data-driven and keen to approach challenges with properly backed information and resources. SQL experience is ideal.</li><li>A well-rounded leader who can coach, mentor, and manage direct reports while transmitting the company’s vision</li><li>Strong de-escalation skills and comfortable working with different aspects of Gorgias including customer journeys, quality, billing and subscription, Gorgias products, etc.</li></ul><h4>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>This role will be Hybrid, reporting to our Buenos Aires office. Please submit resumes in English for consideration.<h4>More cool things to know about Gorgias... 😁</h4><ul><li>Raised our <a target="_blank" rel="noopener noreferrer nofollow" href="https://finance.yahoo.com/news/gorgias-raises-29m-funding-lead-120000497.html">Series C-2 for $29M </a>in May 2024</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">4.3 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>Hear <a target="_blank" rel="noopener noreferrer nofollow" href="https://apps.shopify.com/helpdesk#reviews">directly from customers</a> why they love Gorgias  </li><li>Meet the <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.gorgias.com/about-us/meet-the-team">team</a> and explore other <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.gorgias.com/about-us/jobs">jobs</a>!</li><li>Discover the <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.youtube.com/watch?v=1vmZr3yD4yE">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 accommodation@gorgias.com. 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.

Support Team Lead (Product Specialists)

Gorgias

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