Vice President of Product, Gorgias
Support Suite
$308.2-340.7k
OTE
$262-289.6k
BASE
Salary stated only applicable to US candidates for Paris candidates base salary €135,900 – €150,200 + OTE €156,300 – €172,700 and for Toronto candidates base salary CA$278,000 – CA$307,300 + OTE CA$327,100 – CA$361,500
eCommerce customer support helpdesk
Be an early applicant
eCommerce customer support helpdesk
201-500 employees
Be an early applicant
$308.2-340.7k
OTE
$262-289.6k
BASE
Salary stated only applicable to US candidates for Paris candidates base salary €135,900 – €150,200 + OTE €156,300 – €172,700 and for Toronto candidates base salary CA$278,000 – CA$307,300 + OTE CA$327,100 – CA$361,500
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
- Founder mindset: You don’t take no for an answer. Bold & creative, you act with urgency and push the boundaries. You see the executive team as partners and resources rather than authority figures to appease
- Inspirational product vision: You champion a strong, customer-centered vision with deep expertise in agile development. You aim for excellence through a flexible, iterative approach that embraces trial and error
- Empathetic leadership & composed authority: You gain buy-in for decisions, communicate thoughtfully with the right people at the right time, and consider the impact of your choices across teams. You remain calm and composed when making important or difficult decisions
- Proven track record: You’ve led end-to-end product development, managed product teams in large organizations (>500 people), know how to keep a fast-pace and create cohesion despite cross-functional dependencies. Data-driven and customer-focused, you bring 6-8 years of impactful product leadership experience
- Domain expertise: Your background includes experience in SaaS enterprise, customer support and ecommerce software. You’ve set and achieved measurable OKRs, skillfully balanced strategic and hands-on work, and consistently delivered significant impact
What the job involves
- We are seeking a seasoned VP of Product who is both a product management executive and a business leader, aligning team needs with broader company priorities
- Get sh*t done: Define the team’s 1-3 year strategy, managing the full customer experience, reduce churn, set yearly & quarterly OKR, run KPI forecasts (including ARR, NPS, feature adoption and automation rate for support requests), and identify growth opportunities. Get the team to deliver fast and well: set the bar for excellence in product management looks like at Gorgias
- Industry Expertise: Stay informed on ecommerce, tech, and AI trends, continuously seeking external insights and fostering a culture of learning. Actively explore new products, attend industry events, and share relevant content. Build a strong network within the Shopify and customer support ecosystems to stay connected with leading practices
- Getting to Enterprise product readiness: Collaborate closely with engineering leadership to drive upmarket growth, balancing ambitious product vision with technical constraints to support larger, more complex customers. Know when to take shortcuts to ship fast or prioritize stability, ensuring scalable solutions that meet the needs of enterprise clients
- Cross-Functional Coordination: Drive product and cross-functional project execution through weekly and monthly reviews, prioritizing initiatives, and unblocking GTM teams as needed (e.g., educating CSMs, directly engaging with customers for feedback)
- Strategic Product Leadership: Cultivate a customer-focused, value-driven culture with an unwavering commitment to excellence. Leverage strategic insights to drive impactful functional and business changes, using facts and data to communicate your plan, track performance, and report progress effectively.
- Team Development: Develop and execute a growth plan for the team, managing budget and defining resource needs with clear talent acquisition and development strategies. Mentor, coach and rigorously challenge teams to uphold quality of work standards
Application process
- Meet Brittany, your recruiter for an introductory call in which you get to know more about Gorgias, our mission and the position, and we get to learn more about you - 30 min
- Meet Thomas, hiring manager, to dive deep into your past experience and understand your track record, how you think, product philosophy and leadership style. - 90 min
- Meet Valentin, Group PM for the Conversational AI team whom you’ll be collaborating a lot with, to chat your experience working cross-functionally & driving OKRs - 30min
- Prepare a case-study at home with a technical assessment, specific contextualized questions on a real-life scenario - 7 days deadline
- Meet Thomas, Jimmy and Hadi for a live review of the case study. Together you will review the case study point by point, brainstorm and/or elaborate on key elements for 45-min
- Meet Alex, our CTO and co-founder, don’t hesitate to ask him about vision and any technical challenges - 30 min
- Meet Romain, CEO and co-founder of Gorgias. This is a good time to ask the difficult questions and see if we are a good match for you! - 30 min
- References (3) - 15 Minutes Each
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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