Senior Product Designer, Gorgias
$184.1-203.5k
eCommerce customer support helpdesk
Be an early applicant
eCommerce customer support helpdesk
201-500 employees
Be an early applicant
$184.1-203.5k
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
- Design Vision and Strategy: You set the design vision for major areas and influence product roadmap decisions. You guide and mentor designers in problem-solving techniques and provide insights that enhance both the user experience and business impact
- Research and Data Integration: You deliver comprehensive research plans, guiding data-driven design and helping teams prioritize design initiatives that align with business goals. You mentor others in integrating data insights into their design decisions
- Design System Leadership: You ensure the correct application of the design system, driving improvements and ensuring consistent standards. You mentor junior designers on the design system best practices
- Project Management and Communication: You lead multiple large-scale projects, ensure seamless collaboration, and foster a feedback-driven culture. You manage dependencies, trade-offs, and risks, balancing immediate needs with long-term goals
- Growth mindset: You stay up-to-date with global design trends and tools, and proactively seek out opportunities to improve our design process and share your knowledge with the team
- 5+ years of product design experience and a portfolio that showcases your skills in UX and visual design and demonstrates quantifiable impact on past products you've worked on
- Excellent skills in designing and prototyping using Figma
- Great stakeholder management and project management skills: communicating project updates, bringing up risks and actively seeking feedback
- Experience in leading user research initiatives using various research methods and writing research reports
- Experience working on projects with significant level of designs ownership (i.e. design led projects), encompassing the entire process from ideation to implementation, launch, and measuring business results
- Experience using and contributing to the existing design system
- Growth mindset, proactively seeking knowledge, and being willing to continuously improve your skill set
- Experience in designing for data-heavy SaaS products (a great plus)
- You have a track record of making significant and measurable impact on the products you have designed
- You value simplicity, purposeful design, and efficiency in your work
- You are comfortable working in a fast-paced environment with clear measurable OKRs
- You've had significant & quantifiable impacts on past products you've worked on
- You're close to customers and base your decisions on facts & data
- You proactively evaluate your own performance and actively seek opportunities to develop your skills
- You have 2-4 years of experience in Product Design
- You are proficient in English, knowledge of other languages is a plus
- Bonus: Experience in designing for SaaS or ecommerce platforms
What the job involves
- As designers, we love to solve problems and make users’ lives easier
- At Gorgias you’ll work across two squads; Help Center and Revenue
- You’ll be right at the forefront of helping out merchants by being in a squad that’s one of the first points of contact for our shoppers
- The Gorgias Design team currently consists of 10 talented individuals, with plans to expand to a team of 18 by the end of 2025
- Our designers are based in various time zones, including Paris, New York, LA, and London
- While each designer primarily focuses on their respective product team, closely collaborating with PMs and engineers, we also make sure to prioritize a strong connection within the Design team as a whole
- We have regular meetings such as Design Ops Weekly and Design Critiques, and we're continuously experimenting with new methods of asynchronous collaboration
- This helps us to ensure consistency in our work and to foster mutual support and mentorship among all team members
- As a member of the broader design team, your primary focus will be supporting two key squads within the Ecommerce CRM domain: Billing and Developer Relations
- Both squads play a crucial role in ensuring the business operates smoothly and continues to grow
- Billing Squad: This team oversees the in-product customer experience related to Gorgias subscriptions, payment processing, cancellations, and all aspects of the product’s billing functionality
- This is a dynamic and challenging area, requiring a designer who is highly organized, adept at managing complex workflows, and comfortable addressing numerous edge cases
- The scope offers a unique opportunity to make a tangible business impact by directly influencing revenue-related user experiences
- Developer Relations Squad: This team is responsible for maintaining Gorgias’ in-product app store, which features over 100 apps and integrations, including Shopify, Instagram, and WhatsApp
- In addition, the squad builds new native applications and empowers third-party developers to create apps for the Gorgias platform
- As Senior Product Designer, you will be involved in every stage of the product building lifecycle, from discovery and ideation to prototyping, validation, and impact measurement
- Being a part of Gorgias means being part of a fast-paced and high-growth company. We value agility, concise execution, and precision
- As Senior Product Designer, you set the design vision for major product areas and are comfortable leading design projects touching multiple product areas
- You influence product strategy for your squads, mentor designers across teams, and ensure that design initiatives align with long-term business goals
- Your work focuses on balancing short-term design needs with the broader strategic objectives of the product and company
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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