Product Data Analyst, Gorgias
$118.7-131.1k
+ Equity 0.011% – 0.014%
The conversational AI platform for eCommerce
Job no longer available
The conversational AI platform for eCommerce
501-1000 employees
Job no longer available
$118.7-131.1k
+ Equity 0.011% – 0.014%
501-1000 employees
Company mission
To empower eCommerce brands to grow through AI-powered customer experience.
Role
Who you are
- If you like working with data, excited by product analytics and growth, and motivated by having an impact on the business where you work, we want to hear from you
- You have 2+ years of hands-on experience working with data
- You are very data-driven, with strong problem-solving skills: you have experience analyzing complex, large-scale data sets to make decisions based on data
- You are proficient in SQL and have technical experience with analytical tools
- You are comfortable in dynamic & fast-moving work environment and able to switch gears as necessary. Things move fast with the Automation add-on extended tribe
- You have strong synthesis and communication skills: cross-team communication is at least as important as analytical skills as you’ll often partner with less technical teams to transform insights into action items 🤝
- You are autonomous and have a growth mindset: you proactively evaluate your own performance and actively seek opportunities to develop your skills
- Knowledge of dbt is a big plus
- Previous startup or consulting experience is a plus
What the job involves
- Our Data Analytics team is a cross-functional team that works hand-in-hand with all of the other teams at Gorgias (Marketing, Partnerships, Sales, Success, Support, Product and Engineering)
- Our core mission is to maximize Gorgias’s impact by empowering our stakeholders to make data-backed decisions by providing them with accurate data & assisting them in driving insights
- The team itself is composed of two main sub-teams:
- Business Intelligence: partners with the rest of the company by providing ROI driven insights and recommendations, and by giving them the data resources needed to achieve goals
- The team consists of 8 members, specializing in two key areas of expertise: product analytics, and holistic business insights
- Analytics Engineering: responsible for the management and maintenance of the Data Platform, including all data pipelines and assets
- Their primary goal is to ensure that accurate and easily accessible data is provided at scale to end users
- You will join the BI team and support the growth of our core product, Gorgias Helpdesk 💬 It’s the #1 helpdesk for ecommerce brands that provides best in class support to customers to maximize conversion and retention 🔥
- You will assist our lead Data partner of the Helpdesk Tribe, and collaborate with both product and go-to-market teams
- This is a golden opportunity for constantly influencing the short and long term strategy of the Tribe by combining analytical results and product knowledge to drive strategic decisions
- Deliver key insights by analyzing product features, adoption behaviors and retention trends. 💡 Is the launch of this new feature a success? How to drive product adoption among targeted merchants?
- Why do we see a drop in performance of this feature? Here are some questions you will answer by combining product knowledge and analytics
- Create / monitor data products to track metrics using SQL and dbt to empower the Tribe in their data-driven initiatives
- Contribute to the overall Tribe strategy: switching from long-run Tribe impact (contribution to the roadmap) to day-to-day tangible impact (ad-hoc projects) ensures a healthy balance which makes the job always exciting
- Partner with other teams to support their initiatives (experiments & a/b testing analyses with Success or Marketing, data formatting with Engineering to ensure easy-to-use data, etc)
- Educate and share knowledge to stakeholders via data townhalls and office hours
- You’ll have the opportunity to collaborate and sometimes lead cross-functional initiatives
- Build a reliable data product that centralizes key adoption metrics for cross-team stakeholders
- Implement a fluid and standardized process to track the impact of new features/projects
- Focus on key product analytics (analysis of churn, adoption, automation rate evolution, etc.) and potentially build a playbook to automate recurrent analytics and drive enablement for other teams
- Other cross-team projects such as revamping pricing strategy (How to optimize our pricing model under revenue maximization and churn minimization constraints?)
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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