Senior Product Designer

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.

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 Design team at Gorgias

The Gorgias Design team currently consists of 10 talented individuals, with plans to expand to a team of 18 by the end of 2025. Our designers are based in various time zones, including Paris, New York, LA, and London. While each designer primarily focuses on their respective product team, closely collaborating with PMs and engineers, we also make sure to prioritize a strong connection within the Design team as a whole.

We have regular meetings such as Design Ops Weekly and Design Critiques, and we're continuously experimenting with new methods of asynchronous collaboration. This helps us to ensure consistency in our work and to foster mutual support and mentorship among all team members.

About the Automation Tribe

You'll be joining the Conversational AI tribe as the dedicated Product Designer for the Quality Management squad. You'll work alongside a Senior Product Manager, Engineering Manager, and a talented engineering team to revolutionize how merchants evaluate and improve their AI Agent performance. Your mission will be to create an integrated Quality Management experience that drives AI Agent adoption by making it easier for merchants to provide feedback and improve their automation rates. This is a unique opportunity to shape the future of AI-powered customer service by building tools that help merchants ensure quality while scaling their operations.

What You'll Do

• Design an intuitive quality management system that enables merchants to efficiently review, provide feedback on, and improve AI Agent performance

• Create unified feedback experiences that bridge automated quality assessments with merchant input

• Develop clear visualisation and reporting interfaces that help merchants understand AI Agent performance and take action

• Build workflows that encourage consistent quality review habits and make it easy to identify areas for improvement

• Design scalable patterns that work across different types of AI interactions (support, marketing, phone)

• Collaborate with Product and Engineering to define and implement quality management metrics and dimensions

• Create systems that help merchants understand the impact of their feedback and quality improvements

Who You Are

• +5 years of product design experience and a portfolio that showcases your skills in UX and visual design and demonstrates quantifiable impact on past products you've worked on.

• Excellent skills in designing and prototyping using Figma.

• Great stakeholder management and project management skills: communicating project updates, bringing up risks and actively seeking feedback.

• Experience in leading user research initiatives using various research methods and writing research reports.

• Experience working on projects with significant level of designs ownership (i.e. design led projects), encompassing the entire process from ideation to implementation, launch, and measuring business results.

• Experience using and contributing to design systems.

• Growth mindset, proactively seeking knowledge, and being willing to continuously improve your skill set.

• Experience in designing for data-heavy SaaS products (a great plus).

Perks and Benefits

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

• 🏖 5-week vacation plus 2 weeks RTT (We follow each country's appropriate PTO Laws)

• 🍼Paid parental leave

• 💻Latest MacBook Pro or equivalent

• 🩺Complimentary private health insurance (we use Alan in France)

• 🚊50% of public transportation reimbursed (eg. Vélib, Navigo)

• 🍴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 (includes books, courses, training sessions, etc.)

• 🥰 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 photo album from our last company retreat in Mexico in 2022, when we were a total of 200 people!)

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 accommodation@gorgias.com. Let’s grow together!