Head of IT, Gorgias
CA$138.5-212.2k
+ 0.003% – 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
CA$138.5-212.2k
+ 0.003% – 0.021% equity
501-1000 employees
Company mission
To empower eCommerce brands to grow through AI-powered customer experience.
Role
Who you are
- 8–12 years in IT, including experience owning IT at a high-growth tech company
- Track record building or transforming IT setups, not just maintaining them
- Experience scaling IT operations >$100M
- Deep experience in modern IT environments: SaaS-first, cloud-based, identity-driven (Okta, Google Workspace, Slack, etc)
- SOC 2 ownership end-to-end: scoping, evidence, audit coordination
- Experience working alongside Security Engineering on access, devices, and compliance
- Practical experience with AI tools and automation — comfortable building agentic workflows, not just consuming them
- Vendor and procurement leadership, including managing AI tool spend at scale
- Comfortable hands-on (will fix the WiFi) and at the strategy table (will own the roadmap)
- You thrive in ambiguity. You're comfortable building the path as you walk it
- You act like an owner. Your bias for action comes from genuinely caring about the outcome, not from performing urgency
- You operate with urgency. Speed and quality are not mutually exclusive
- You think at scale. You build solutions and processes that hold up at 500+, not just at 240
- You are low ego. You work in a highly collaborative fashion, effectively across teams with different priorities
- You lead with integrity. You hold yourself and others to a high bar, and you match your words with action
- This is a builder role. You will define what IT looks like at Gorgias for the next five years
What the job involves
- We're hiring our first senior IT leader to define how IT operates at Gorgias
- Today, IT is a mix of in-house support and external vendors. We have a small internal team (2 FTE) supported by outsourced partners, but ownership, tooling, and processes are still fragmented. This has worked at our current size, but won’t scale with our path to $100M+ ARR, a growing global office footprint, and the volume of AI tooling we’re adopting every quarter
- This role sits within Finance and reports to the CFO. You'll own IT infrastructure (physical and software), SaaS software procurement and IT strategy globally
- The job is half builder, half strategist. As builder, you’ll fix the basics — WiFi, tooling, access, onboarding — working closely with the existing team and vendors, and make day-to-day IT feel invisible. As strategist, you'll design the operating model that takes us from 100M ARR to 500M and beyond without linear IT headcount growth, and put AI at the core of how IT runs
- You will not be building from zero, but bringing structure, ownership, and scalability to an existing setup
- You'll partner closely with Security Engineering, People, and Finance to build infrastructure that gives Gorgias the leverage of a Fortune 500 — and the speed of a startup
- This is a high-ownership role with real scope: you will define what IT looks like at Gorgias for the next five years
- Build a reliable, scalable, AI-first IT function that lets Gorgias grow from 100M ARR to 500M+ ARR — and makes infrastructure, tooling, and access feel invisible to the rest of the company
- 🤖 IT Strategy & AI Enablement
- Define and own the multi-year IT roadmap, aligned to Gorgias' growth trajectory
- Lead evaluation and rollout of AI-enabled IT tools; identify high-leverage use cases and build practical governance for responsible adoption
- Architect AI-powered and agentic workflows that make onboarding, offboarding, and routine IT support nearly invisible
- Translate business needs into scalable solutions, with clear tradeoffs at the table
- ⚙️ IT Operations & Service Delivery
- Own the device lifecycle end-to-end: procurement, provisioning, refresh, recovery, secure disposal
- Design self-service systems that scale with company growth without linear headcount growth
- Manage identity and access across the SaaS stack, balancing security and usability
- Own joiner / mover / leaver processes with least-privilege, role-based access, and periodic reviews
- Lead and structure the IT function, managing a small in-house team (2 FTE) and external vendors: define operating rhythms, improve processes, and scale support without linear headcount growth
- Drive recurring-issue elimination through better tooling and automation — not just faster ticket closure
- Track and improve service metrics: time to first response, time to resolution, CSAT, SLA adherence
- 💸 Procurement & Vendor Management
- Act as a sparring partner to teams selecting software tools — a center of excellence that helps identify, evaluate, and adopt the right solutions
- Key partner in identifying AI tool strategy and spend (OpenAI, Anthropic, and the rest)
- Manage key software vendor relationships, renewals, and procurement workflows; centralize software knowledge and procurement database
- Build vendor relationships that combine startup agility with enterprise-grade capabilities
- 💻 Endpoint Fleet, Office IT & Workplace Infrastructure
- Ensure every new hire has a consistent, secure, productive setup on day one
- Oversee office technology reliability across global offices: WiFi, networking, conference rooms, AV
- Maintain accurate inventory and lifecycle hygiene
- Knows how to find pragmatic, cost-effective solutions
- 🔒 Security, Compliance & Resilience
- Own and execute SOC 2 certification end-to-end, with efficient and automated evidence gathering
- Partner with Security Engineering on endpoint controls, device compliance posture, and secure configurations
- Support security incident response: triage, containment, device coordination, clear employee communications
- Build playbooks for identity, email, and endpoint outages so failures are graceful, not chaotic
- 📈 Budget, Delivery & Cross-Functional Leadership
- Own the IT budget; make thoughtful investment decisions within constraints
- Lead key IT initiatives end-to-end with crisp stakeholder updates, predictable delivery, and measurable results
- Partner with SRE and Engineering to create a cohesive infrastructure and tooling experience
- Communicate the impact of operational improvements on company velocity
- How We Measure Success
- AI is doing the work. Agentic workflows handle the majority of onboarding, offboarding, and routine IT support
- The basics are quietly excellent. WiFi, networking, AV, and day-one setup all work, every time, in every office
- Stack is governed. SaaS and AI tooling are centralized, cost-managed, and consolidated where it makes sense
- SOC 2 is delivered. Certification achieved on schedule with audit-ready, automated evidence
- IT is proactive, not reactive. Recurring issues are eliminated, not just resolved
- Service metrics trend right. TTFR, TTR, CSAT, and SLA adherence all measured and improving
- IT is a strategic partner. Trusted by Security, Engineering, People, and Finance — not a function called only when things break
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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 16 more jobs at Gorgias