Senior Product Manager, Automate (Paris/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 Product team at Gorgias

✍️ At Gorgias, Product teams work cross-functionally with GTM functions, think “whole product”; Product Managers are full-stack and own outcomes. They are, therefore, responsible for the entire lifecycle of product development from discovery, delivery, adoption, and measuring impact.

Using an agile at scale model (Tribe x Squads), 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.

Join us to solve energizing ecommerce product challenges!

📢Great customer service is the new normal. Shoppers are more discerning than ever and demand hyper-responsive engagement and hyper-personalized service. And all this with an empathetic human touch available across all web, mobile, and social channels. We are shaping the future of the 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 the most complex UX challenges.

🤖Gorgias has over 100 apps in our ecosystem that allow merchants to connect all their tools into one single solution that is uniquely theirs. We leverage machine learning, external integrations and our understanding of merchant's business processes to automate as much as possible shopper merchants interactions.

About the Automate tribe

As the Automate tribe, we aim to resolve shopper requests without human intervention. This allows online ecommerce merchants to provide timely responses to their customers while saving their agents time and reducing their cost of handling support tickets.

The Automate tribe leverages all the latest technologies (AI, LLMs, dynamic emails, etc.) to seamlessly deliver answers to shoppers in an automated way. You can think about us as the startup within the startup with a product launched in late 2021 that now represents 20% of the overall company revenue. We x2 the Automate product’s ARR last year from $5m to $10m!

Join the Automation tribe, a main growth driver for the company, come tinker with the cutting-edge software innovations transforming the tech industry and reshape the way online stores & shoppers interact with each other.

What You'll Do

We are looking for a Senior Product Manager to focus on the tools allowing merchants & shoppers to interact with each other effectively. The squad is responsible for the content powering our automation (FAQ articles, help center) and communication channels (contact form, chat widget). You will be responsible for building the best in class ecommerce chat widget, contact form, and help center products as well as platformizing them to allow merchants to customize them for their business processes and integrate automation features.

• Work closely with an engineer manager, and a product designer within a squad. The goal is to align the strategy of the squad within the tribe, work with peers to set up clear and actionable goals for the team

• Improve shopper facing communication channels (contact form, chat widget, and help center) used by 100k people interacting with 5000+ businesses daily. If you have bought something online in recent years, you’ve likely seen our chat on merchant websites (if not, see it live on Steve Madden’s site here)!

• Work at the intersection of B2B and B2C environments. The merchants (business) set up channels like chat or contact form, but shoppers (consumers) ultimately use them online. Therefore the position requires a strong understanding of agents and shopper behaviors.

• Build and iterate on a squad yearly product strategy, quarterly roadmap, prioritizing items and executing to achieve our OKRs while working cross-functionally and managing complex, technical, and non-technical stakeholder relationships.

• Collaborate with inspiring data science and software engineering teams, designers, developers, product marketers, and customers in an agile environment to ensure product features and processes align with the highest quality standards.

• Understand what people want based on quantitative & qualitative feedback. Constantly interact with our customers via interviews, email, social media & internal teams.

Who You Are

• You curious, passionate and entrepreneurial with a high technical acumen.

• You have a strong career progression in product management at a strategic level owning roadmaps

• You have a solid analytical skillset using BI tools, SQL, or related coding language.

• You excel in a fast-paced environment, staying organized and providing structure to the team while prioritizing new initiatives.

• You thrive on change and are resourceful when facing ambiguity

• You're obsessed with delivering value to customers and base your decisions on facts & data

• You've had significant & quantifiable impacts on past products you've worked on

• You have ecommerce industry experience

• You have experience working with business and end consumers (B2B2C)

• You have experience with a helpdesk or customer communications platform (a great plus)

Perks & Benefits

• 🏖️ 5-week vacation plus 2 weeks RTT (We follow each country's appropriate PTO Laws)

• 🤕 Paid sick leave

• 🧸 Paid parental leave (16 weeks)

• 💻 MacBook Pro

• 🍽️ Personal credit card to buy lunches (we use Swile)

• 🏥 We provide private health insurance (we use Alan)

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

• 📚 Get up to €2000 of learning material per year (includes books, courses, and training sessions that are easily identified and linked with your job scope. This also covers individual coaching!)

• 🥰 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]