Senior Product Manager, Gorgias
Conversational AI
€85.3-94.2k
+ Equity
eCommerce customer support helpdesk
Be an early applicant
eCommerce customer support helpdesk
201-500 employees
Be an early applicant
€85.3-94.2k
+ Equity
201-500 employees
Company mission
We believe that next version of commerce should be more open and anyone should be able to be a part of it, as a merchant or a customer. We believe decentralized commerce is better for everyone.
Role
Who you are
- You curious, passionate and entrepreneurial with a high technical acumen
- You have a strong career progression in product management at a strategic level owning roadmaps
- You have a solid analytical skillset using BI tools, SQL, or related coding language
- You excel in a fast-paced environment, staying organized and providing structure to the team while prioritizing new initiatives
- You thrive on change and are resourceful when facing ambiguity
- You're obsessed with delivering value to customers and base your decisions on facts & data
- You've had significant & quantifiable impacts on past products you've worked on
- You have ecommerce industry experience
- You have experience working with business and end consumers (B2B2C)
- You have some experience working with building application using Large Language Models (ChatGPT, Claude, Llama or equivalent) (a great plus)
- You have experience with a helpdesk or customer communications platform (a great plus)
What the job involves
- As a Senior Product Manager, you will drive the development of tools that enable merchants to automate shopper interactions
- Your mission: to create a world-class conversational bot that delivers fast, accurate, and personalized responses using state-of-the-art AI technologies
- Strategic Leadership: Collaborate with an engineering manager and product designer to define the squad’s vision, set actionable goals, and ensure alignment with the tribe’s broader strategy
- Product Ownership: Develop and iterate on a comprehensive product strategy and quarterly roadmap. Prioritize features and deliver measurable outcomes tied to OKRs
- Innovative Problem Solving: Design a conversational bot that powers communication across channels like email, chat, and contact forms, used by 100K+ daily users interacting with 7,000+ businesses. (For a live example, check out Steve Madden’s site)
- Cross-Functional Collaboration: Partner with data scientists, engineers, designers, product marketers, and customers to deliver features that align with the highest quality standards
- User-Centric Approach: Deeply understand merchant and shopper needs through qualitative and quantitative research. Gather insights from interviews, surveys, social media, and customer interactions
- B2B & B2C Dynamics: Navigate the unique challenges of building tools for merchants (B2B) while enhancing the experience for their shoppers (B2C)
- This role offers a unique opportunity to shape the future of conversational AI, driving innovation and growth for a product at the forefront of the industry
Our take
With the surge in online shopping, eCommerce merchants are increasingly prioritizing customer communications to enhance the overall shopping experience. This heightened emphasis puts greater pressure on support teams to promptly and accurately address customer inquiries.
Gorgias offers an all-encompassing customer support helpdesk equipped with artificial intelligence tools tailored for customer service teams. The platform allows eCommerce businesses to streamline responses to frequently asked questions through a single application. By automating these responses, support agents can allocate more time to engaging in meaningful and profitable interactions with customers, thereby potentially driving sales.
Catering to over 10,000 stores, including prominent brands like Princess Polly, Steve Madden, and Marine Layer, Gorgias faces competition from established players like Zendesk, Freshdesk, and HelpScout. Despite this, the company has experienced notable growth, expanding its presence across the US, Europe, and Australia. Along with funding that will fuel the development of its Automation Add-on feature, aimed at providing customers with instant answers to alleviate support workload.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
May 2024
$29m
SERIES C
Aug 2022
$30m
SERIES C
Total funding: $101.4m
Company benefits
- 60th and above percentile in compensation
- Health coverage
- Generous Equity Package
- Company Offsites
- Ergonomic setup at your service + 700$ for your home workstation
- 16-week parental leave, including maternity, paternity, and adoption leave
- Daily catered lunch
- 5 Weeks of Vacation
- Retirement Benefits
- Fully Stocked Kitchen
- 3 weeks of Paid Sick Leave
- $2,000 learning/professional development stipend
Company values
- Maximise your impact
- Customer first
- Be 100% honest
- Strive for excellence
- Take EXTREME ownership
Company HQ
Yerba Buena, San Francisco, CA
Articles
Leadership
Alex Plugaru
(CTO)Former Web Developer at Gymglish, Eau de Web, Innobyte and Liquid Studios.
Romain Lapeyre
(CEO)Former Product Manager at Work4 and Business Developer at Scalr. MA in Management from HEC Paris.
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