Director of Product, Gorgias
Growth
€108.3-119.7k
+ 0.035% – 0.041%(Equity) NYC: $245.9K – $271.8K • 0.051% – 0.064% (Equity)
eCommerce customer support helpdesk
Be an early applicant
eCommerce customer support helpdesk
201-500 employees
Be an early applicant
€108.3-119.7k
+ 0.035% – 0.041%(Equity) NYC: $245.9K – $271.8K • 0.051% – 0.064% (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
- 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
- Obsessed about impact: You act with urgency and ensure the team delivers at a high velocity, taking a hands-on approach to analysis, strategy, and execution when needed. You build and lead strong teams, successfully scaling Growth teams and working cross-functionally with GTM
- 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 scaled PLG motions, owned billing, trialing, payment gateways and understand how to test, iterate, and optimize quickly, leveraging insights, conversion funnels, and cohort analyses to drive product strategy while focusing on high-leverage growth levers that drive revenue and retention
What the job involves
- With an $11M+ nnARR estimated opportunity in 2025 through PLG initiatives, we need a Director of Product, Growth to take ownership of our self-serve funnel, our billing logic and build a high-velocity, experimentation-driven product function
- Get sh*t done: Define the team’s 1-3 year PLG & Billing strategy, managing the full user experience for self-service and SMB customers, owning OKRs related to trial conversion, expansion revenue, and feature adoption. Run KPI forecasts (including ARR, NPS, feature adoption), and identify growth opportunities. Get the team to deliver fast and well: set the bar for excellence in product management looks like at Gorgias
- Domain Expertise: Stay informed on ecommerce, tech, and AI trends, continuously seeking external insights and fostering a culture of learning. Actively explore new products, stay on top of PLG trends and experiment new tools & tactics. Build a strong network within the Growth SaaS leader ecosystem to stay connected with leading practices. Work with our Finance & Accounting department to keep a modern billing, payment and subscription management tool stack
- Optimize self-serve trials, onboarding and feature adoption: Improve activation by removing friction, surfacing high-value product moments, and developing a scalable experimentation framework with continuous A/B tests to enhance product-led acquisition and monetization, while leveraging data to drive decision-making to uncover insights and measure success
- Cross-Functional Coordination: Drive product and cross-functional OKRs and project execution through weekly and monthly business reviews, prioritizing initiatives, and aligning Growth initiatives within Marketing, Sales, and Customer Success to maximize impact. Own the billing mechanism and Stripe integration, ensuring a seamless, automated payment & subscription management experience that drives efficiency and revenue growth
- Team Development: Joining the team with a small Product team (1-2 reports), deliver impact in 2025 to expand the Growth Teams in 2026, building a self-sustaining team structure with Squads owning critical areas of the funnel
Application process
- Intro Call (30 min) – Meet Brittany for an intro to Gorgias and the role
- Hiring Manager Deep-Dive (60 min) – Meet Thomas, hiring manager, to discuss your experience, growth philosophy, and leadership style
- Peer Collaboration (45 min) – Meet Max, VP Product for Conversational AI team to discuss Product leadership, strategy and cross-team collaboration
- Case Study Preparation – Real-world growth scenario to assess strategy & execution. Choose to prepare the case study live (3 hours) in the office or at home (7 days)
- Case Review Panel (45 min) – Discuss findings with your future team Claudia, Senior Manager of Scaled CX, Julien, Growth Marketing Manager and Thomas, VP Product
- Founder & Executive Chat (30 min each) – Meet with the CEO Romain and CRO Dan to align on vision
- Reference Checks (3 calls, 15 min 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
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: $101.4m
Company benefits
- 60th and above percentile in compensation
- Health coverage
- Generous Equity Package
- Company Offsites
- Ergonomic setup at your service + 700$ 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 HQ
Yerba Buena, San Francisco, CA
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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