Data Science Manager, Gorgias
Agentic Engineering
Offers equity
The conversational AI platform for eCommerce
Open for applications
The conversational AI platform for eCommerce
501-1000 employees
Open for applications
Offers equity
501-1000 employees
Company mission
To empower eCommerce brands to grow through AI-powered customer experience.
Role
Who you are
- Experience managing data science or applied ML teams in production-facing environments
- Strong understanding of LLM evaluation, prompt design, and non-deterministic agent behaviour
- Proven ability to define success metrics for AI systems and ship fast, iterative improvements
- Excellent data analysis and communication skills
- Ability to align Engineering, Product, and Data around shared goals
What the job involves
- We’re looking for a Data Science Manager to lead and grow the team responsible for evaluating and improving our AI Agent at Gorgias
- In this role, you will lead high-impact, cross-functional work that directly shapes the behavior, reliability, and performance of one of the most advanced AI-powered customer support platforms in e-commerce. You will own the systems and strategies that make our agent trustworthy in production across millions of real customer interactions
- You will combine technical depth, product intuition, and team leadership to drive the next phase of AI Agent development at Gorgias
- Gorgias is now an AI Agent First engineering organization
- That means our entire product experience — from customer support to shopping assistance to re-engagement — is being reimagined around intelligent agents powered by LLMs and real-time infrastructure
- Our AI Agent already automates over 1.5 million customer conversations per month, across thousands of e-commerce brands. These interactions span recommendation, triage, support resolution, and more
- The Data Science team plays a critical role in this shift. We act as the observability and feedback layer for everything the agent does in production. Our team:
- Designs and runs large-scale LLM evaluation systems
- Monitors agent behavior and performance across customers
- Analyzes breakdowns and usage patterns
- Drives the iteration loop that makes our AI Agent more reliable over time
- Own and scale agent evaluation systems such as golden datasets, LLM-as-a-judge. automated testing, and A/B testing pipelines
- Define what “working” means for AI Agents in terms of quality, trust, reliability, and user outcomes
- Lead prompt evaluation and iteration cycles by partnering with ML Engineers and Product
- Prioritize and manage cross-functional projects across data science, ML, engineering, and product
- Analyze millions of real user interactions to identify where agents succeed or fail and why
- Build and mentor a team of data scientists and agent reliability analysts
- Collaborate with ML engineering, infrastructure, and product teams to deliver measurable improvements in agent performance
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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