Customer Support Team Lead

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

About the Team

Join our team for the opportunity to:

👩🏼‍💻Work with a passionate and motivated team that is at the heart of our Support operation and collaborates with other departments in the company.

💪 Display extreme ownership by driving a function or key result area of the support operation from start to finish, returning results that serve the team's vision.

🌱 Guide your team to success and encourage their growth.

About the Role

As the Customer Support Team Lead, you will lead a team that focuses on the internal Billing operation as part of the Support team. You will coach, mentor, and manage a team of high-performing employees distributed globally with a focus on progressing their professional growth.

You will lead by example by helping customers, inspiring your team with data-driven decisions, and being an expert on the product, our billing policies and the industry to reach your team’s key objectives.

As a Team Leader in a client-facing role, you display superb customer service skills, positive energy, tenacity in solving problems, proactiveness, and truly caring about helping customers with the correct platform use while supporting Gorgias’ goals.

What You’ll Do

• Lead the Support Billing team using performance management and development process: weekly performance check-ups and 1:1s, monthly carer paths, and quarterly performance reviews to support their growth

• Monitor and coach the team’s quality assurance and efficiency metrics regularly

• Manage your KRs (project management, scoping, reporting, etc) to success

• Handling escalations reported by the team and managing clients who have had a negative experience or are a churn risk

• Work together with Success, Sales, and other cross-functional partners to help drive the best support for our clients and support internal teams

• Create and update internal features and documentation related to the internal Billing Support operation

• Work with other leaders to identify and take action on bottlenecks and areas of improvement within the customer experience and internal processes

Who You Are

• You have at least 3 years working in customer support, out of which at least 1 year in a manager role; Experience with SaaS or at a data-driven company is a plus

• Have great project management and planning skills with a growth mindset

• You are data-driven and have problem-solving skills to create and launch new initiatives (someone who can figure things out)

• A well-rounded leader who can coach, mentor, and manage direct reports while transmitting the company’s vision and setting a strong example

• Strong de-escalation skills and comfortable working with different aspects of Gorgias including customer journeys, quality, billing and subscription, Gorgias products, etc.

• Familiarized with payment processors, with special attention to Stripe and Shopify payments

• Proficient in English with strong communication skills

🏖️ 5-week vacation

• 🤕 Paid sick leave (15 days)

• 🌏 6 weeks full-remote/year

• 🧸 Paid parental leave (16 Weeks)

• 🍽️ $300/month for lunch expenses (you'll have your own Gorgias credit card)

• 🏥 Included in your offer’s calculation, there’s a 5% bonus for healthcare to compensate for Private Health costs

• 💆🏻‍♀️ Get $700 to set up your workstation at home (working from home should feel breezy)

• 📚 Get $2000 of learning material and wellness support per year! 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!

This role will be Hybrid, reporting to our Buenos Aires Office

More cool things to know about Gorgias... 😁

• Raised our Series C-2 for $29M in May 2024: Article Here ⬅️

• We went from 0 to 15,000+ merchants using our platform since 2016

• We have a 4.3 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

Diversity, Equity, and Inclusion at Gorgias

At Gorgias, we’re dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.

We also recognize that individuals from diverse backgrounds—especially women and underrepresented groups—may hesitate to apply if they don’t meet every requirement. If this role excites you and you’re eager to grow, we strongly encourage you to apply, even if you don’t check every box. You might bring something unique and valuable that we didn’t even know we needed.

If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at [email protected]. Let’s grow together!