Senior Product Designer, Help Center

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

Everything we do is for our customers, and we’re currently serving over 10,000+ e-commerce merchants, including : Steve Madden (linked case study), 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 times. We raised$25 million in our Series B round in December 2020 and $30 million in our Series C round this year. 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.

Design at Gorgias

• As a designer at Gorgias, you’ll help build the #1 Helpdesk for exceptional customer service

• As a designer, you'll collaborate closely with PMs and engineers, participate in design jams and critiques, attend weekly team catch-ups, and help shape our design culture from the inside out

• Our product design team is an integral part of the larger Product and Engineering organization

About the Help Center Squad

Our cross functional squad consists of our PM Ziye and friendly engineers where you’ll have the opportunity to solve complex problems, design user-centric experiences, and contribute to the Help center product that directly helps customers solve their issues, get answers to their questions and seek assistance.

What You'll Do

As designers, we love to solve problems and make users’ lives easier. At Gorgias as our Help Center designer, you’ll be right at the forefront of helping out merchants by being developing one of the first points of contact for our shoppers.

• Collaborate with product managers, engineers, and other designers to understand the unique needs of help center users and align design solutions with business goals.

• Conduct user research and data analysis to inform design decisions to ensure that the Help Center meets the needs of our customers and is accessible to all users

• Develop and maintain a comprehensive design system for help center squad, ensuring that all designs adhere to established guidelines and can be scaled across product lines.

• Create wireframes, prototypes, and high-fidelity designs that provide a consistent and cohesive user experience across all merchant help centers

• Stay up-to-date with trends and tools in design that impact help center development and proactively seek out opportunities to improve our design solutions.

• Foster collaboration and constructive feedback among the design team, nurturing relationships with other designers and gaining knowledge of other design projects.

• Use problem-solving skills to break down complex problems and facilitate discussions with cross-functional teams, enabling effective decision-making and the creation of impactful design solutions for our help center.

What you strive for

• You have a deep sense of empathy and enjoy working collaboratively with people from diverse backgrounds, prioritizing the needs and perspectives of all users in your design process

• Your natural curiosity drives you to ask clarifying questions, explore new ideas and propose innovative solutions that challenge the status quo, expanding our team's perspective towards what's possible

• You value honest and constructive feedback, always open to learning from others and striving to continuously improve your work through proactive communication and intentional decision-making

• You're proactive and always looking for ways to help your team succeed, able to communicate clearly and effectively with team members from various disciplines and backgrounds

• Your data-driven approach, ability to think holistically and positive, resilient mindset enable you to propose solutions that go beyond your zone of expertise and approach obstacles with a growth mindset

Who You Are

• You have experience leading large-scale projects with features that impact diverse user groups.

• You have a track record of making significant and measurable impact on the products you have designed.

• You value simplicity, purposeful design, and efficiency in your work.

• You proactively evaluate your own performance and actively seek opportunities to develop your skills.

• You have at least 7 years of experience in Product Design.

• You are proficient in English (required) and knowledge of other languages is a plus.

• Bonus: Experience in designing for SaaS or ecommerce platforms.

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: HERE

• Learn about our Compensation Policy: HERE

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]