Senior Vice President of Engineering, Gorgias
$335-400k
+ Equity (based on profile): 0.79-1%
More information about location
2 days a week in office
The conversational AI platform for eCommerce
Job no longer available
The conversational AI platform for eCommerce
501-1000 employees
Job no longer available
$335-400k
+ Equity (based on profile): 0.79-1%
More information about location
2 days a week in office
501-1000 employees
Company mission
To empower eCommerce brands to grow through AI-powered customer experience.
Role
Who you are
- Someone passionate about building innovative products, customer-obsessed, skilled at solving technical challenges, and eager to own business outcomes as we evolve into a multi-product company
- Experience hitting revenue goals across several product lines, by motivating a team of 150+ engineers towards a shared vision
- Track record of improving velocity in engineering while also reducing technical debt
- Track record of bringing in engineering leaders and very senior ICs into a team that executed complex high traffic projects
- Can participate actively in low level technical discussions and make decisions without a lot of external help from senior ICs. Was a senior/staff engineer in the past with a significant technical achievement that decided to take the manager route later
- Experience with complex data streaming systems at a scale that’s bigger than what Gorgias has today. Marketing experience is a big bonus. SaaS is the most relevant
What the job involves
- For our engineering team, success means empowering merchants to deliver exceptional customer experiences through a stable, fast platform that leverages AI to automate conversations, reduce support costs, and drive revenue for brands
- We’re seeking an SVP of Engineering to lead this function
- High impact role as the #1 engineering leader reporting into a founding CEO, trusted with instilling best practices, influencing business strategy and the technical roadmap
- Lead an ambitious engineering team and leverage your network to attract top talent as you scale the org. Complex technical challenges include:
- Going multi-product. Specifically their new Marketing Suite with an AI Agent that knows how to sell and increases the GMV for their merchants
- Building a conversational AI at scale, with 1.6 million automated customer conversations per month
- Going upmarket. Requires building some enterprise specific features such as better reporting, skills based routing and higher reliability guarantees
- We’re backed by top minds in the industry (e.g. Jason Lemkin, Shopify Executives, etc.), and in a space that’s open to disruption: customer support is one of the first real world AI application and the industry is rapidly changing towards being highly automated
- Your mission over 18 months: scale our conversational AI platform for ecommerce
- Scale the Engineering Team and Processes to support 2 product lines: AI support agent and AI sales agent
- Coach or hire leaders to support our vision
- A director of engineering for their Support Suite product (core product)
- Senior Staff Engineering and Director of Engineering for Support Suite
- Launch a second product, AI Sales agent, in GA and reach $5m ARR
- Get our AI Support agent to automate 3m customer interactions a month
- Build the best CRM platform in the space to support conversational can be on point when speaking with customers
- Level up data infrastructure especially around data storage (databases) and data streaming, crucial. To build the best AI, you need the best data
- Empower us to move upmarket
- Improve reliability and stability of our platform
- Improve developer experience to maximize engineering velocity
- Your role: Senior VP of Engineering Scope, all engineering functions, 100 people
- Team: 100 people, 7 direct reports:
- Victor Duprez (Head of Eng, ConvAI)
- Jason Diller (VPE of CRM)
- Sebastian Caceres (Sr. engineer, SRE)
- Alexander Prikhodko (EM, Phone)
- Maciej Łopaciński (Sr. EM, Data & Analytics)
- Yegor Yakovishen (Sr. EM, Agent Experience & Productivity)
- Bogdan Tănase (EM, Convert)
- The future is Conversational AI for Enterprise: we’ll get to $200m ARR by 2027 by going upmarket and stepping into Marketing
- We’ll do this in 3 steps:
- Automate CX for Enterprise
- Building Conversational AI to sell
- Sell the whole Conversational AI to Enterprise
- We’ll get to $70m ARR this year by automating 30% of support for merchants
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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