Senior Product Designer, Gorgias
€74.9-82.8k
+ Equity
eCommerce customer support helpdesk
Be an early applicant
eCommerce customer support helpdesk
201-500 employees
Be an early applicant
€74.9-82.8k
+ Equity
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
- +5 years of product design experience and a portfolio that showcases your skills in UX and visual design and demonstrates quantifiable impact on past products you've worked on
- Excellent skills in designing and prototyping using Figma
- Great stakeholder management and project management skills: communicating project updates, bringing up risks and actively seeking feedback
- Experience in leading user research initiatives using various research methods and writing research reports
- Experience working on projects with significant level of designs ownership (i.e. design led projects), encompassing the entire process from ideation to implementation, launch, and measuring business results
- Experience using and contributing to design systems
- Growth mindset, proactively seeking knowledge, and being willing to continuously improve your skill set
- Experience in designing for data-heavy SaaS products (a great plus)
What the job involves
- The Gorgias Design team currently consists of 10 talented individuals, with plans to expand to a team of 18 by the end of 2025. Our designers are based in various time zones, including Paris, New York, LA, and London
- While each designer primarily focuses on their respective product team, closely collaborating with PMs and engineers, we also make sure to prioritize a strong connection within the Design team as a whole
- We have regular meetings such as Design Ops Weekly and Design Critiques, and we're continuously experimenting with new methods of asynchronous collaboration
- This helps us to ensure consistency in our work and to foster mutual support and mentorship among all team members
- You'll be joining the Conversational AI tribe as the dedicated Product Designer for the Quality Management squad. You'll work alongside a Senior Product Manager, Engineering Manager, and a talented engineering team to revolutionize how merchants evaluate and improve their AI Agent performance
- Your mission will be to create an integrated Quality Management experience that drives AI Agent adoption by making it easier for merchants to provide feedback and improve their automation rates
- This is a unique opportunity to shape the future of AI-powered customer service by building tools that help merchants ensure quality while scaling their operations
- Design an intuitive quality management system that enables merchants to efficiently review, provide feedback on, and improve AI Agent performance
- Create unified feedback experiences that bridge automated quality assessments with merchant input
- Develop clear visualisation and reporting interfaces that help merchants understand AI Agent performance and take action
- Build workflows that encourage consistent quality review habits and make it easy to identify areas for improvement
- Design scalable patterns that work across different types of AI interactions (support, marketing, phone)
- Collaborate with Product and Engineering to define and implement quality management metrics and dimensions
- Create systems that help merchants understand the impact of their feedback and quality improvements
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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