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Gorgias
Gorgias

Senior Product Designer

Permanent contract
San Francisco
Salary: Not specified
Fully-remote

Gorgias
Gorgias

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Questions and answers about the job

The position

Job description

Meet Gorgias, the customer service platform that’s designed for ecommerce merchants, and built to support all the tools in their stack. Our product unifies 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.

In Gorgias, every incoming support ticket displays customer info such as order and conversation history, giving agents the context they need to provide the fast support customers expect. Plus, support teams can work more efficiently by easily viewing, tagging, and prioritizing every open ticket across all their support channels.

We even process these tickets with our proprietary machine learning algorithms, and can deflect up to a third of repetitive merchant tickets without human interaction, through our Automation Add-on. Everything we do is for our customers, and we’re currently serving over 10,000+ e-commerce 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 times.

We raised our $25 million Series B round in December 2020 and our $30 million Series C round this year. In between, 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.

Join our team for the opportunity to:

👩🏼‍💻Work with smart, passionate people every day

💪 Get extreme ownership over your work and results

🧠 Be treated like the expert you are

A few words about the Product & Design team at Gorgias

🎉 Gorgias is a very fast-paced and high-growth company and our team reflects that: we need to be nimble, concise & precise executioners. Between each other, we value candor & honesty. We love sharing & receiving feedback.

🙋 As a Product Designer you will be joining a team of 16 people: 5 product designers, a Head of design, 7 product managers, 2 product directors, and 1 CPO. You will be paired with quads on a similar timezone, we currently have x2 Product Managers based in the US (PST & EST).

✍️ Design teams are responsible for carrying the company's brand & experience in every aspect of the business, not just the product. Design teams are therefore expected to grow in the next 6-12 months to cover more areas of design including brand design & user research.

👀 Example of ongoing projects includes:

- Building an app store and marketplace for Gorgias partners

- Improvements to our statistics and reporting capabilities

By the way: this position is open to full remote from Europe #LI-REMOTE

What you will do

  • Work (90% of your time) to make Gorgias' core product (web & mobile apps) easy to use and efficient
  • Contribute to other projects (10% of your time) such as the company website, marketing materials (prints & digital)
  • Join a new squad to create the revenue product at Gorgias: how can we help merchants generate more revenue from support
  • Collaborate with multiple teams (product, engineering, marketing, etc.) to produce design assets
  • Create low fed wireframes & high fidelity mockups features that we have to implement
  • Define & maintain a company-wide design style guide applicable to all formats
  • Improve the usability of the helpdesk by conducting UX research & analyzing data

    • Who you are

  • Bachelors Degree in a relevant field, or equivalent past work experience
  • You've designed web applications and worked on complex design problems
  • You're close to customers and like to base your design off of their needs via user research & data
  • You've had significant & quantifiable impacts on the user experience of products you've worked on
  • You value simplicity, iteration and moving fast
  • You have 3-5 years of product design experience
  • You are fluent in English (mandatory)

    • Company Perks & Benefits

  • 💰Competitive salary (90th percentile of the market) and equity packages (65th percentile of the market)
  • 🏖 5 weeks of vacation
  • 🍼Paid parental leave
  • 💻Latest MacBook Pro or equivalent
  • 🩺Complimentary private health insurance (we use Alan)
  • 🚊50% of public transportation reimbursed (Vélib, Navigo, etc.)
  • 🍴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 a company-wide summit to discuss where we're going and strengthen the social bonds (once traveling is safe, we'll transform these summits into offsites!)

    • Interviewing Process

  • Meet your recruiter for an introductory call in which you get to know more about Gorgias and the position and we get to learn more about you.
  • Meet your team members, during a live UX Challenge.
  • Do a take-home case study where we don't ask you to solve our problems, but we look for your creative insights. It's the perfect time to show off what you know.
  • Meet Kathryn, Head of Design, and members of the team for the Case Study Review. They will review the case study with you, and brainstorm or elaborate on key points.
  • Interview with Thomas, Head of Revenue Product, and Audrey, Product Manager, to have a feel of what your collaboration will be like.
  • Meet a member of the Leadership Team.

    • 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 2019: TechCrunch Article ←

    • Raised our Series B for $25M in 2020: TechCrunch Article ←

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

    • 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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