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Gorgias
Gorgias

Customer Education Specialist (SaaS)

Permanent contract
Sydney
Salary: Not specified
No remote work

Gorgias
Gorgias

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The position

Job description

Gorgias helps e-commerce companies deliver excellent customer service at scale. We integrate email, live chat, voice, Facebook, Instagram, and SMS with Shopify, BigCommerce, and Magento.

Our product creates a unified customer profile by combining emails, live-chat, and social-media messages with e-commerce data such as purchase and delivery info. Combining all this data in a single application makes customer service more efficient and just better. Another fortunate side-effect is that some requests are completely automated using machine learning. 💬 + 📦 = ❤️

We've been around since 2015, and we're serving over 9000+ e-commerce businesses, including Steve Madden, Timbuk2, Decathlon, and Sports Illustrated.

Our revenue grew by 80% in 2021 after we raised $25 million Series B in December 2020. We doubled our global team and we accelerated our progress towards our mission to transform support from painful to exceptional for merchants. 🥳

About the Team

The function of the Education team at Gorgias is to drive retention by decreasing time to value for customers, increasing product adoption and promoting best practices.

The team is small but mighty - prepare to work quickly, collaboratively and with creatively!

You will work closely with the Customer Education Manager to develop and roll out high impact initiatives and scale the department. This includes plenty of content creation and interacting with customers in webinars/interviews.

*This role is based in Sydney however for the ideal candidate remote option is available

What You'll Do

  • Create content for all facets of customer education with a focus on video (additional channels include webinars, Gorgias Academy, help center articles, white papers, in app messaging and email campaigns)
  • Work closely with our Product team to stay ahead of the curve and become a true product expert
  • Identify areas of opportunity for education initiatives that will contribute to the team and company OKRs
  • Gather and analyse data to guide decisions, ensuring content has the highest impact possible
  • Use a suite of tools to setup automations and track engagement on education initiative
  • Host live webinars and workshops including one-on-one calls with customers
  • Gather customer stories and feedback through interviews
  • Work collaboratively with Success team to improve design/UX of in product notifications and pop ups
  • Interact with businesses through multiple channels (emails, chats, calls)

    • Who You Are

  • You are obsessed with technology and excited to become a product expert (webhooks and API's are your best friend)
  • You have hands on experience in customer education or marketing - ideally in SaaS - ecommerce experience is a plus!
  • You are a proficient in Camtasia (or other film production tools) and are confident with design, bonus points for experience in instructional design
  • You are an excellent communicator with polished written/verbal communication skills and confidence copywriting
  • You have a highly structured work approach, ability to manage multiple activities in parallel
  • You are a fast learner; comfortable in a startup environment (self-motivated, move quickly and wear many hats)
  • You are able to understand complex processes/ideas and distill into easy-to-consumer content
  • You are customer experience obsessed and able to interpret customer/peer feedback and turn into actionable items

    • Perks and Benefits

  • 🏖️ 4-week vacation
  • 🤕 Paid sick leave
  • 🧸 Paid parental leave (12 weeks)
  • 💻 Latest MacBook Pro
  • 🍽️ Personal credit card to buy lunches
  • 👵🏼 Retirement: Gorgias contributes to your 401k 100% of the first 3% of deferred W-2 income, 50% of the next 2% of deferred W-2 income.
  • 💆🏻‍♀️ 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 that can be easily identified and linked with your job scope)
  • 🥰 Every quarter we organize a company-wide summit to discuss where we're going and strengthen the social bonds (once the health situation allows it, we'll transform these summits into offsites!)

    • 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, good & clean data are core beliefs shared by all

    More cool things to know about Gorgias... 😁

    • Raised our Series A for $14M in November 2019: techcrunch.com/2019/11/26/gorgias-series-a

    • Raised our Series B for $25M in December 2020: https://techcrunch.com/2020/12/10/gorgias-series-b/

    • We went from 0 to 8000 merchants using our platform every day from 2016 to 2021

    • We have a 4.8 rating on Glassdoor

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

    • Our software stack: stackshare.io/gorgias

    • Other positions: jobs.lever.co/gorgias

    Discover Gorgias Platform here: https://www.youtube.com/watch?v=4sLFpe-xbhk

    Learn about our compensation policy here: https://www.gorgias.com/blog/international-saas-salary-calculator

    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.

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