Meet Gorgias, the leading customer experience platform tailored for ecommerce, empowering over 14,000 brands, including Steve Madden and Glossier, to offer exceptional support across channels like email, chat, voice, and social media.

Our one-of-a-kind product transforms how brands interact with their customers through unified customer conversations, AI automations that resolve up to 60% of support requests, and revenue-generating on-site campaigns.

As a leader in the CX space, Gorgias is committed to transforming customer experiences while fostering a sustainable and equitable workplace as a certified B Corporation.

Join us in our mission to deliver effortless support at every stage of growth.

About the Automate Tribe

🚀 The Automate tribe is dedicated to resolving shoppers' requests autonomously, empowering online e-commerce merchants to offer timely customer responses, reduce agent workload, and cut support costs.

🤖 The Automate tribe provides seamless, automated solutions to shopper inquiries. For the last three years, we started from scratch and developed products and tools to automate up to 50% of our best clients and an average of 15% of shoppers to merchants interactions. With the recent progress of ML around conversational tools, we aim to tackle email automation, where we have a long way to go, from 1% to 20% automation next year.

💰 Envision our team as a startup within a startup, having launched a product in late 2021 that now constitutes 20% of the company's total revenue. Last year, we doubled the Automate product's ARR from $5m to $10m! In 2024, we aim to generate half of Gorgias' revenue.

🤩 Join our trailblazing Automation tribe, a key growth engine at Gorgias, and be part of the revolutionary software advances reshaping tech and altering the dynamics of online commerce and customer interaction.

About the Role

• As the Senior Engineering Manager for Conversation AI, your mission is to guide a team of 4-6 engineers in achieving 60% email automation through our Conversation Engine, leveraging LLMs and RAG systems.

• Leverage Gorgias' extensive data lake, integrated within the entire e-commerce ecosystem, to fuel the Engine, enabling seamless virtual agent interactions for shoppers.

• Established in January 2024, this newly formed team is central to Gorgias's strategic vision.

• Manage a Software Engineering team and collaborate with  ML Engineers to achieve our goals.

What You’ll Do

• Collaborate closely with a Product Manager to define the team strategy and set milestones.

• Maintain operational excellence and high-quality deliverables.

• Partner with senior ICs to develop robust models and APIs.

• Balance pragmatism and innovation, ensuring an optimal mix of quality and speed.

• Report to the Director of Engineering for Automation.

Who You Are

• The ideal candidate is entrepreneurial, a seasoned leader, and technically astute, adept at delving into details while maintaining sight of the broader vision.

• Solid background as an individual contributor.

• Proven track record in leading high-performing engineering teams.

• Expertise in high-scale, event-driven architectures.

• Proficiency in NodeJs/Python and React, focusing on system-building expertise

• Experience in AI/ML is advantageous, with a role involving close collaboration with the ML team.

Company Perks and Benefits

• 💰Competitive salary & equity (90th percentile of the market worldwide)

• 🏖 5 weeks of vacation + 2 weeks of RTT

• 🍼 16 weeks of 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 and wellness support per year! This includes €1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a €500 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

• 🥰 Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats! (Here is the video of the September 2023 P&E team retreat in Romania)

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 and good & clean data are core beliefs shared by all

🎥 Here is an interview with one of our team member’s experiences from our most recent company retreat to Cancun! 

More cool things to know about Gorgias... 😁

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

• We went from 0 to 10,000+ merchants using our platform since 2016

• We have a 4.7 rating on Glassdoor & 4.7 Comparably culture score

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

• Other positions: gorgias.com/about-us/jobs

• Discover the Gorgias Platform

• Learn about our Compensation Policy

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.

Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact accommodation@gorgias.com