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Gorgias
Gorgias

Engineering Manager, Self-Service

Zmluva na dobu neurčitú
San Francisco
Plat: Neuvedené
Žiadna práca na diaľku

Gorgias
Gorgias

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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. 🥳

What does the Self-Serve team do?

Work with our newest team to build a set of empowering self-service features for our end users (our customer's customer).

As an example of current projects:

- A live chat with automated interactions for common requests (track orders, return orders, cancel orders...)

- A dashboard where end users can follow progress on all their orders submits issues...

- A help center that will enable end-users to solve most of their problems on their own.

The tools we build will eventually be installed and used by thousands of shops worldwide and billions of end-users!

As for technologies we use:

- ReactJS with TypeScript

- Websocket and NodeJs workers

- Kubernetes

How is the Self-Serve team composed?

Right now => 2021: 12 engineers, 1 Product Manager, 1 Engineering Manager

Next year => 2022: 3 sub-teams (each 6-10 engineers), 3 Engineering Managers, and 1 Engineering Director

You, next year => 2022: 6-10 engineers, 1 Product Manager, 1 Engineering Manager (that's you!)

The position is 100% remote in the US or Canada.

🎥 Get to know the Self Serve team better by watching the presentation video made by your future colleagues https://www.youtube.com/watch?v=gcwRcQCfJuU

What You'll Do

  • Work closely with senior management and product team on setting team goals and delivering them on time.
  • Partner with senior engineers to drive good practices around code quality, reliability, monitoring, and security
  • Grow your team by hiring new team members, depending on the need and the development strategy
  • You'll manage a team of up to 10 engineers, so there is not a lot of time to do IC work involved, but having the ability to dive into details from time to time is a great skill to have

    • Who You Are

  • Experience managing a customer-facing team of engineers working on high-traffic web apps with a dynamic language such as Python or JS. OR strong track record of IC work in such an environment and a strong will to learn management.
  • You care about humans and want your team members to perform and grow professionally.
  • You are passionate about learning and want to help us learn too.
  • You care about working on applications that are putting the customer's needs first.
  • You are comfortable communicating with other technical teams and management to collect requirements, describe software product features, demo work in progress and provide project updates.
  • You have the drive and focus on getting challenging projects over the finish line, and you are comfortable advocating for what you need to do your best work.
  • You thrive in a fast-paced environment.

    • Nice to Have

  • Experience with Chat and real-time systems as well as complexes multi-tenant architectures.

    • Company Perks & Benefits

  • 💰Competitive salary & equity (90th percentile of the market worldwide) 📣Stay tuned for our upcoming Public Salary Calculator to help you generate offers before entering our process.
  • 🏖 4 weeks of vacation
  • 🍼Paid parental leave: 16 weeks for parents
  • 💻Latest MacBook Pro or equivalent
  • 🩺 Private health insurance plus we cover 33% for all your dependents
  • 🚊50% of public transportation reimbursed
  • 🍴Free lunches every day!
  • 💆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 David, our Tech 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 Victor, the engineering manager, and hiring manager for the Self-serve team during a 45-minute call
  • Case study review with Victor and Philippe. This is an excellent time to ask difficult questions and see if we are a good match for you!
  • Meet our founders: Alex, CTO, and co-founder at Gorgias, and Romain, CEO, and co-founder at Gorgias.

    • Engineering Team Culture

    Getting Stuff Done, Ownership, Team Work, Excellence, and Agility.

    You should join us if you want to ship stuff fast without sacrificing quality. We've put great importance on testing our code, cleaning it, treating errors first, and features later.

    We also value growth and ownership. People make mistakes. We learn from them to avoid them in the future. We cannot achieve excellence if there are no bumps in the road.

    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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