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Gorgias
Gorgias

Software Support - Toronto

Permanent contract
Toronto
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 Gorgias

We built a smart helpdesk for ecommerce businesses that integrates all incoming requests (via chat, email, Facebook, instagram and many others) into one platform. We are currently looking for agent that will be helping out clients with product related inquiries.

In order to get more familiar with our software, please check our website: https://gorgias.io/

Also, this is a demo video of our product: https://www.youtube.com/watch?v=ppVkIpIWxTE

Your Mission

  • Help our clients with questions on how to use our product, offer alternative solutions and troubleshoot current scenarios provided by the client. Ensure that they receive the best experience possible!
  • Understand customer goals and their desired outcome from using the product through continuous data and feedback analysis
  • Create and maintain product-related documentation, internal and external. Help our clients help themselves :)

    • Your Profile

  • We are looking for at least 2 years of previous experience in B2B customer support, preferably for a tech/software product
  • Able to learn to use the product quickly and to manage several support tickets on different channels (email, chat) at the same time
  • E-commerce knowledge is a big big plus (Shopify, BigCommerce, Magento, etc.)
  • Desire to provide exceptional support to our clients! We sell support software, it really makes sense to be the best at it as well :)
  • Working with APIs or in the SaaS industry. Even better if you have previous experience troubleshooting APIs.
  • We would love if you have working Zapier knowledge
  • Comfort in a startup environment and passion for technology, we move quickly and wear many hats in a dynamic environment

    • Company Benefits & Perks

  • 🏖 4 weeks vacation, parental leave
  • 🩺 Healthcare
  • 🍴 Paid lunches every working day
  • 💻 Latest MacBook Pro
  • 💆 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!)
  • 🧠 Work with a talented team you'll learn a lot from!

    • Additional details

    1. Shift: 10 AM - 06 PM EST (fixed)

    2. Location: Toronto

    3. Salary: 53,108 CAD

    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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