Chief of Staff, Gorgias
CX Ops
$166-184k
+ Equity
Wednesday & Thursday in-office
2+ days a week in office
The conversational AI platform for eCommerce
Be an early applicant
The conversational AI platform for eCommerce
501-1000 employees
Be an early applicant
$166-184k
+ Equity
Wednesday & Thursday in-office
2+ days a week in office
501-1000 employees
Company mission
To empower eCommerce brands to grow through AI-powered customer experience.
Role
Who you are
- The right person is a builder who thrives in ambiguity, communicates with clarity, and brings both strategic thinking and hands-on execution to everything they touch
- 4–7 years of experience in management consulting, strategy, or operations at a fast-moving SaaS or tech company
- You've partnered closely with senior leaders and know how to be a true execution partner — you bring structure to ambiguity and move things forward without waiting for perfect clarity
- Deep, genuine interest in AI and automation — you understand how AI Agent products work and are energized by the opportunity to build AI-native operations from the ground up. Experience with AI Agent products is required; familiarity with eCommerce SaaS is a plus
- Highly data-driven — you build dashboards, read metrics before drawing conclusions, and push back when decisions aren't grounded in evidence
- Structured thinker who can translate a complex, half-formed problem into a clear framework and an executable plan
- Excellent communicator: concise in writing, sharp in meetings, able to adapt from a working session with a function leader to a cross-functional executive conversation
- Comfortable operating across organizational boundaries — you can hold your own in conversations with Finance, Product, Engineering, and Sales
- Collaborative and low-ego — your success metric is the org's outcomes, not your visibility
- Experience working in or alongside post-sales organizations (CS, Support, Implementations) is a strong plus
What the job involves
- The CX Org at Gorgias is a 100-person team spanning Customer Success, Implementations, Support, Technical Solutions, and Customer Education. We own the full customer journey — from onboarding to expansion — with one mission: deliver a top-tier customer experience for the merchants we serve, powered by AI automation
- This is a high-impact execution role at the center of post-sales and company-wide operations. Gorgias is building the AI-native post-sales organization — and this role is at the heart of that ambition
- You'll design and launch new programs across the CX org, bring rigor and momentum to strategic initiatives, and work closely with CX function leaders and cross-functional partners to make things land
- Design, structure, and launch new programs across the CX org — from early idea to measurable outcomes
- Drive Gorgias's AI-native agenda within CX: identify automation opportunities, build internal playbooks and tooling, and work with CX leaders and cross-functional partners to increase AI adoption across the merchant base
- Support CX function leaders (Customer Success, Implementations, Support, Technical Solutions, Education) as an execution partner — helping them structure programs, stay on track, and remove blockers
- Build and maintain the CX org's internal AI skills and automation library — systematically replacing manual processes with scalable AI-powered workflows
- Work with the COO to own the operating rhythm of the CX org: OKR tracking, leadership team prep, performance dashboards — ensuring leadership always has a clear, data-grounded view of org health
- Handle the operational admin work that keeps the CX org running day-to-day — including acting as the interface between Product and CX
- Partner on cross-functional operational initiatives — working with Finance, Product, Engineering, and Sales to drive company-wide programs that require post-sales perspective and operational rigor
- Craft exec-ready materials — strategy docs, program frameworks, presentations — that turn complex initiatives into clear narratives
- Take on special projects that cut across functions or sit outside any existing team's mandate
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 15,000 brands, 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
19% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2024
$29m
SERIES C
Aug 2022
$30m
SERIES C
Total funding: $101.4m
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Alex Plugaru
(Co-Founder & CTO)Former Web Developer at Gymglish, Eau de Web, Innobyte and Liquid Studios.
Romain Lapeyre
(Co-Founder & CEO)Former Product Manager at Work4 and Business Developer at Scalr. MA in Management from HEC Paris.
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