Global Communications Manager, Gorgias
CA$136-150k
eCommerce customer support helpdesk
Posted today
eCommerce customer support helpdesk
201-500 employees
Posted today
CA$136-150k
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 have 3+ years of experience in Marketing, RevOps, or related roles within a B2B SaaS environment
- Demonstrated experience in leading cross-functional projects and initiatives, showcasing your strong ability to follow-through, facilitate collaboration and achieve shared objectives
- Excellent analytical skills with the ability to leverage data insights to inform decision-making and drive continuous improvement
- You are proficient in SQL (or willing to learn quickly!), and are experienced with Marketing Automation Tools and Platforms
- You have strong synthesis and communication skills, with a focus on clear, proactive communication with stakeholders at all levels
- Intentionally agile individual who is comfortable with speed and an iterative process, continuously refining ideas based on feedback and outcomes
- You have a proven record of driving process improvement initiatives, developing SOPs, and taking ownership of business outcomes
What the job involves
- The Global Communications Manager will take ownership of Gorgias’ communication strategy, ensuring that customers (inclusive of free users, leads, prospects, paid customers, and partners) receive consistent, relevant, and timely messaging throughout their journey
- Acting as the strategic filter for the whole Gorgias organisation, you will own the strategy, alignment, and cross-functional collaboration to ensure that the communications delivered by various teams (such as Marketing, Sales, CS, and Partnerships) are aligned with customer needs and business goals
- You will take the 1000s of resources created by Gorgias and 10s of goals of the organisation and align them to the customer experience, need and lifecycle
- You will be the linchpin in campaign request management, capacity planning, process optimization, and cross-functional communication
- You focus will be developing a comms strategy for individual communications and sends, and translating that into high-level oversight, ensuring that messaging aligns with the customer lifecycle and business strategy, but will not directly create or design communication assets
- Centralise different departments’ outbound content under one strategy (Marketing, CX, Sales, Product, Partnerships) across key channels (email, in-app, chatbots, etc.)
- Define and lead Gorgias’ crisis communication strategy for incidents, outages, and other high-priority situations
- Estimate impact and trade-offs of various communication requests to ensure highest impact of our communications (less-is-more)
- Develop and enforce unified messaging frameworks, templates, and playbooks, to ensure consistency across all touchpoints
- Own the quarterly communications calendar, and organize regular communication reviews with key stakeholders to align on goals, track progress, and identify areas for improvement
- Ensure all customer-facing messaging supports Gorgias’ brand voice and values while aligning with cross-functional business goals
- Removing blockers that prevent request completion and regularly communicate outward and upward on the state of the queue and progress towards our goals
- Metrics You’ll Obsess Over:
- Emailable Database
- Messages per User over a Time Period
- Engagement Rates (Open Rate, Click Rate)
- SLA on Crisis Communications
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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