Data Analytics Manager, Gorgias
$195.7k
The conversational AI platform for eCommerce
Job no longer available
The conversational AI platform for eCommerce
501-1000 employees
Job no longer available
$195.7k
501-1000 employees
Company mission
To empower eCommerce brands to grow through AI-powered customer experience.
Role
Who you are
- Must possess a Master’s Degree or foreign equivalent in Engineering, Mathematics, Statistics, Data Science, or a related field and 2 years of work experience or internship experience in the job offered or a related Data Analyst role.
- Must also possess work experience or internship experience with (i) Data warehouse with Big Query; (ii) Data transformation and modeling with dbt; (iii) Data activation with either Hightouch or Segment; (iv) Data pipeline with Google Platform Cloud Functions; (v) Data visualization with SQL; (vi) Python for machine learning modeling; (vii) Statistical or mathematical software including R, SAS, or MATLAB; (viii) Quantitative analysis techniques, including clustering, regression, or descriptive and inferential statistics; (ix) Applied statistics; and (x) experimentation such as A/b Testing.
- Must also possess 2 years of work experience or internship experience working with data modeling and data analysis; and 1 year of work experience or internship experience with the modern data stack including Extract Transform Load (“ETL”), Warehouse, dbt, Business Intelligence, and data documentation and creating data products within a data warehouse environment to meet business goals
What the job involves
- Responsible for leading the Data Analytics’ Business Intelligence team at Gorgias and specialize in two key areas of expertise: 1) product analytics and 2) holistic business insights.
- The team works with internal teams including Success, Support, Marketing, Sales, Partnerships, Product, and Engineering and provides ROI driven insights and recommendations as well as data resources (such as dashboards, tables, charts) to achieve the desired goals. This is done in the form of statistical data analysis or through the development of data science models.
- Responsible for unlocking and maximizing new opportunities; solving cross-functional challenges through data; as well as influencing the short- and long-term strategy of the Product team by combining analytical results and product knowledge to drive strategic decisions.
- Meet to empower and unblock the BI team on their projects, provide coaching and guidelines, as well as maximize impact with business stakeholders by providing data resources and explaining data outputs during business calls.
- Assist numerous weekly meetings on all company topics to ensure data guidelines and resources are given to help the business teams reach their goals as well as challenge the solutions chosen to ensure and maximize impact and efficiency. For example, one meeting every week with each extended tribe at Gorgias to discuss ongoing projects for each gorgias products (Helpdesk, automate, convert).
- Attend biweekly calls with Gorgias execs team to discuss ongoing projects, strategy for the year and brainstorm on ways to collaborate more efficiently (one with Product as well as one with GTM leads, i.e. CRO, CMO, Finance).
- Build the foundations of an LTV/CAC metric before handing it over to a BI team member once the foundations and guidelines are clear.
- Revamp the high level strategic executive reporting dashboard to automate insights for board meeting preps and investors questions. Work on marketing attribution topics (multitouch).
- Create surveys to assess CSAT of the BI team with business stakeholders. Telecommuting is permitted within commutable distance to the office
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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