Director of Product Design (Paris or New York)

Meet Gorgias, the customer service platform designed for ecommerce merchants, and built to provide amazing experience to shoppers at scale on Shopify, BigCommerce, and Magento. Our product empowers merchants to manage all their customer service in one place over email, live chat, voice, Facebook, Instagram, Twitter, and SMS.

Everything we do is for our customers, and we’re currently serving over 12,000+ ecommerce merchants, including : Steve Madden, Timbuk2, Decathlon, and Sports Illustrated. They love us for our innovative product, our focus on their ecommerce needs, and, of course, our lightning-fast customer service response time.

We raised $25 million in our Series B round in December 2020 and $30 million in our Series C round in 2022. We more than doubled in size in every meaningful way: annual recurring revenue, the size of our customer base, and the size of our Gorgias team, for starters.

We’re still growing fast and looking for new teammates who want to grow with us.

About the Design team at Gorgias!

✍️ At Gorgias, Product & Design teams work cross-functionally with GTM functions, think “whole product”; Product Designers are full-stack, conduct their own research and own outcomes. They are therefore responsible for the entire lifecycle of solution building from discovery, ideation, solutionning, prototyping, validation, adoption and measuring impact.

Using an agile at scale model (Tribe x Squads), across all our we have a solid & diverse product culture and our roadmap is always focused on delivering the most customer value by prioritizing features according to (1) impact, (2) team & customer feedback, (3) effort & risks as well as (4) company vision.

Lastly, note that Gorgias is a fast-paced and high-growth company, and our team reflects that: we need to be agile, concise & precise executioners. Between each other, we value candor & honesty. We love sharing & receiving feedback to achieve product & operational excellence.

🙋 As a Director of Product Design, you will lead and scale our super talented team of Product Designers. The team of currently 7 designers is located both in Europe (4 people), and the US (2 on the west-coast, 1 on the east-coast).

Join us to solve energizing design challenges of ecommerce!

🎁Great customer service is the new normal. Shoppers are more discerning than ever and demand both hyper-responsive engagement and hyper-personalized service. And all of this with an empathetic human touch that is available across all channels from web to mobile to social. We are shaping the future of online shopping experience.

🚀Brands want to focus on their products, and very few have the time, scale, and know-how to compete on customer service. It is a complex craft, where cutting-edge technologies empower large teams of humans to operate at peak efficiency. Gorgias is among the most intense workflow products in the world, where we need to solve among the most complex UX challenges.

🤖Gorgias is a platform-native product. We have over hundreds of apps in our app store that allows merchants to connect all their tools into one single solution that is uniquely theirs. Our role is to maximize the value they get by connecting all these technologies into a single human-centric system that is easy to use and easy to scale.

🚀 Example of ongoing projects includes:

• Creating new multi-step automation flows to offer self-service support for shoppers

• Building AI powered agent and shopper experience to maximize efficiency

• Creating new products to help merchants turn their support operations in a profit center

• Launching our own internal internet Phone (Voice + SMS) service for customer support

What You'll Do

For its Director of Product Design roles, Gorgias is looking for people that can really advocate for the value of great design and user experience as a net positive to reach our Product goals.

• Define the team’s mid/long-term strategy by owning the end-to-end experience for customers, meeting with them, raising NPS, defining clear design OKRs and identifying process improvements.

• Lead the execution of all Design activities by running weekly rituals, prioritizing design initiatives and deep-dive when necessary to unblock teams (challenging design solutions, attending validation sessions, coordinating ad’hoc feedback sessions, etc.)

• Foster a product culture of design excellence focused on customer empathy & obsessed with delivering customer value by challenging, mentoring & coaching individuals product designers, reviewing design work and validating squad roadmaps.

• Report on progress & evangelize your teams’ work by using the right metrics to measure your team's impact and customer stories to advocate for a clear design vision. Engage directly with customers to understand their needs.

• Establish a design culture focused on simplicity and candor. Build a plan to grow your team by clearly articulating resources requirements including a talent development & acquisition plan

Who You Are

• Doer mindset: You don’t take no for an answer; bold & creative, you push the boundaries. You believe actions speak louder than words. You see leadership as sponsors and a resource to achieving your goals rather than treat them as top-down stakeholders that you aim to please. You know how to navigate from managing expectations of top leadership to running project reviews deep into the weeds with your teams.

• Inspirational design vision: You advocate for customers through clear intentional designs. You own operationalizing gaps in the services offered by your products and have deep expertise in design processes for agile SaaS at scale. You aim for excellence with an iterative, scrappy, and trial & error approach.

• Empathetic leadership: You believe in getting buy-in to effectively roll-out decisions or plans; excellent & smart communicator, you know who, when, and how much information needs to be shared with the relevant stakeholders. You deeply care about the implications of your decisions, and don’t just bully your way to reach your goals.

• Backed-up with solid experience: You've led a design team of 10+ through the entire aspect of the design process in a fast-paced environment. You are comfortable setting up OKRs with measurable outcomes and know how to balance maker time & design projects. You're close to customers and base your decisions on facts & data. You've had significant & quantifiable impacts on past products you've worked on. You have 6-8 years of product design experience

Perks and Benefits

• 💰Competitive salary & equity (90th percentile of the market worldwide)

• 🏖 Up to 5 weeks of vacation* (*We follow each country's appropriate PTO Laws)

• 🍼Paid parental leave

• 💻Latest MacBook Pro or equivalent

• 🩺Complimentary private health insurance (we use Alan in France)

• 🚊50% of public transportation reimbursed (eg. Vélib, Navigo)

• 🍴Personal credit card to buy lunches during the week (we use Swile)

• 💆Get up to $700 to set up your workstation at home (working from home should feel breezy)

• 📚Get up to $2000 of learning material (includes books, courses, training sessions, etc.)

• 🥰 Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats! (Here is the photo album from our last company retreat in Mexico in 2022, when we were a total of 200 people!)

Why join us?

🚀 We're among the fastest-growing startups in the eCommerce ecosystem

🦄 We've built an extremely efficient go-to-market engine

🥇 Work with a talented team you'll learn a lot from

🙏 Join a company where automation and good & clean data are core beliefs shared by all

🎥 Here is an interview with one of our team member’s experiences from our most recent company retreat to Cancun! 

More cool things to know about Gorgias... 😁

• Raised our Series C for $30M in 2022: TechCrunch Article ⬅️

• We went from 0 to 10,000+ merchants using our platform since 2016

• We have a 4.7 rating on Glassdoor & 4.7 Comparably culture score

• What our customers are saying: apps.shopify.com/helpdesk#reviews

• Other positions: gorgias.com/about-us/jobs

• Discover the Gorgias Platform

• Learn about our Compensation Policy

Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.

Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact [email protected]

Compensation