Senior Product Manager, Gorgias
Helpdesk
$193.1-213.4k
+ 0.01% – 0.021% Equity
The conversational AI platform for eCommerce
Be an early applicant
The conversational AI platform for eCommerce
501-1000 employees
Be an early applicant
$193.1-213.4k
+ 0.01% – 0.021% Equity
501-1000 employees
Company mission
To empower eCommerce brands to grow through AI-powered customer experience.
Role
Who you are
- Customer-obsessed and motivated by real-world impact, you care deeply about improving everyday workflows
- Experienced in owning complex, system-heavy product areas, with a track record of long-term evolution and platform thinking
- Fluent in technical collaboration, able to work closely with engineers on architecture, performance, and real-time behavior
- Structured, organized, and effective at managing ambiguity, prioritization, and stakeholder alignment
- Insight-driven, you combine metrics with qualitative feedback to guide your decisions
- Excited about how AI is transforming support and curious about how humans and AI will work together
- Comfortable balancing short-term wins with investing in long-term foundations
- Bonus: experience with helpdesk platforms, workflow tools, enterprise SaaS, or operational team tooling
What the job involves
- You’ll join the Helpdesk team, which owns the core experience used daily by thousands of support agents to assist millions of shoppers
- We're driving a multi-quarter transformation, Helpdesk 2.0, to modernise this surface, close long-standing product gaps, and reimagine what great support tools look like in an AI-first world
- Our vision: a platform where AI Agents resolve the majority of routine inquiries, while empowering human agents to step in at the right moments with full context, clear next steps, and powerful tools to act quickly and effectively
- Own and drive major parts of the Helpdesk 2.0 roadmap, with a focus on agent experience, platform reliability, and enterprise-grade workflows
- Partner with Engineering and Design to modernize and ship core helpdesk capabilities: routing, rules, real-time systems, views, and availability
- Build scalable features that unlock larger enterprise deals, reduce churn, and support complex team structures
- Close product gaps by making capabilities coherent, reusable, and consistent across the platform
- Improve performance and reliability by identifying and resolving technical debt that affects agent trust and user satisfaction
- Design seamless AI–human collaboration workflows, enabling smart, lossless handovers
- Leverage qualitative insights (merchant interviews, NPS feedback, support tickets) and quantitative data to prioritize usability improvements
- Own the full product lifecycle, from discovery and problem framing to delivery, rollout, and continuous iteration with success measured by NPS and retention
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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