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Gorgias
Gorgias

Product Growth Specialist

Permanent contract
Paris
Salary: Not specified
Starting date: August 31, 2022
Fully-remote
Experience: > 2 years

Gorgias
Gorgias

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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

About the Team

  • We are growing our Product Growth team to further optimize retention by driving customer product usage and adoption throughout the whole user journey.
  • This team is a part of the Success organization and you will closely with our team lead, Claudia, to create in-product experiments with the ultimate goal of creating an exceptional end-to-end customer experience.
  • Some of projects we've been working on: How Gorgias increased app integrations for new accounts by 10%, AppCues Experience 2022: Secrets to better onboarding

    • About You

  • 2-5 years growth marketing, product analytics, or business operations & strategy experience
  • You have an experimental mindset and like to build
  • You liked to move fast
  • Extremely data-driven (SQL required) and action-oriented
  • Experience working with cross-functional teams and project management

    • What You'll Do

  • Design, prioritize, and conduct in-product experiments and A/B Tests
  • Leverage third-party tools (e.g. Candu, AppCues) or cross-functional partners to build in-product experiments
  • Drive product usage to optimize retention
  • Partner with Marketing, Onboarding Team, and Customer Success Leads to drive exceptional customer experience across all customer types
  • Identify quick in-product wins for team and implement them
  • Use SQL to build team dashboards
  • Share out impact and iterate

    • Company Benefits & Perks

  • 🏖️ 5-week vacation
  • 🤕 Paid sick leave
  • 🧸 Paid parental leave (16 weeks)
  • 💻 Latest 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 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!)

    • #LI-REMOTE

    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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