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Customer Onboarding Manager

Permanent contract
Sydney
Salary: Not specified
No remote work
Experience: > 2 years

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

As the Customer Onboarding Manager, you will focus on improving the end-to-end experience of our customers, covering acquisition, registration, onboarding, activation, and success. You'll manage the full customer lifecycle, from onboarding to renewals, and in addition to 1:1 engagements, you'll be actively involved in running 1:many experiments and building processes. Our app merges all customer support in one single software to increase agents' efficiency and provide better support. We help our customers take their support from a cost center to a revenue generator.

What You'll Do

  • Drive the activation ratio and time to activation by providing high-quality support, guidance, and on-boarding
  • Reduce churn and drive decreased time to value through the on-boarding and activation stages, helping companies launch quickly and effectively on Gorgias
  • Help customers setup and create processes and systems, and get launched on the platform
  • Provide customer support
  • Who You Are

  • 2+ years of experience in SaaS, and/or Customer Success. E-commerce experience is a plus!
  • You have excellent communication and interpersonal skills, follow-up skills and attention to detail
  • You have a highly structured work approach, ability to manage multiple activities in parallel
  • You are comfortable in a startup environment; are self-motivated, move quickly, and wear many hats
  • You have a passion for and excel at building and maintaining relationships while working to mitigate churn and drive engagement and renewals
  • Passion for learning! You want to grow and improve every day
  • Perks and Benefits

  • Competitive salary, equity packages, and performance bonus packages
  • Competitive vacation and parental leave
  • Latest MacBook Pro or equivalent
  • Free lunch
  • Healthcare
  • Work with a talented team you'll learn a lot from
  • 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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