Senior Product Manager

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 Product team at Gorgias

✍️ At Gorgias, Product & Design teams work cross-functionally with GTM functions, think “whole product”; Product Designers are full-stack, conduct their own research and own outcomes. They are therefore responsible for the entire lifecycle of solution building from discovery, ideation, solutioning, prototyping, validation, adoption and measuring impact.

Using an agile at scale model (Tribe x Squads), across all our we have a solid & diverse product culture and our roadmap is always focused on delivering the most customer value by prioritizing features according to (1) impact, (2) team & customer feedback, (3) effort & risks as well as (4) company vision.

Lastly, note that Gorgias is a fast-paced and high-growth company, and our team reflects that: we need to be agile, concise & precise executioners. Between each other, we value candor & honesty. We love sharing & receiving feedback to achieve product & operational excellence.

Join us to solve energizing product challenges of ecommerce!

📢  Great customer service is the new normal. Shoppers are more discerning than ever and demand hyper-responsive engagement and hyper-personalized service. And all this with an empathetic human touch available across all web, mobile, and social channels. We are shaping the future of the online shopping experience.

🚀  Brands want to focus on their products, and very few have the time, scale, and know-how to compete on customer service. It is a complex craft where cutting-edge technologies empower large teams of humans to operate at peak efficiency. Gorgias is among the most intense workflow products in the world, where we need to solve the most complex UX challenges.

🤖  Gorgias has over 100 apps in our ecosystem that allow merchants to connect all their tools into one single solution that is uniquely theirs. Our role is to maximize the value they get by connecting all these technologies into a single human-centric system that is easy to use and easy to scale.

About the role

At Gorgias, we're seeking a Senior Product Manager to spearhead the Apps Squad, a team dedicated to delivering an "easy to use and easy to scale" experience through our robust ecosystem of social, messaging, email, and e-commerce applications. These applications are vital in enabling e-commerce merchants to offer an exceptional customer journey.

As the leader of the Apps Squad, your role will encompass the development and maintenance of integrations between Gorgias and external services while also empowering others to create apps within our platform. Our apps serve as a crucial link, connecting Gorgias to a broader ecosystem, facilitating support ticket creation and resolution, customer data ingestion, and executing actions on external platforms. You will be instrumental in enhancing both types of our core apps:

1. Channels Apps: Enable seamless communication via third-party channels like Gmail, Facebook Messenger, Instagram allowing users to send and receive messages efficiently.

2. Ecommerce Apps: Empower agents to access and manage shopper data such as orders, subscriptions, and reviews directly within our helpdesk.

We are looking for someone who is curious, passionate, and entrepreneurial with a high technical acumen. Your responsibility will drive the expansion and refinement of our app integrations and their interfaces, ensuring a seamless interaction with our users. This role is ideal for a Product Manager eager to make a significant impact on how e-commerce interactions are managed through innovative app solutions.

What You'll Do

• Collaborate with an Engineer Manager, Product Designer and Engineers to set & reach your squad goals that is aligned withe company’s strategic direction

• Design central generic data models that would rule all the Ecommerce platforms Gorgias currently supports (Shopify, Magento, BigCommerce, WooCoommerce, Recharge…) by offering a structured model for the main objects (customers, orders, transactions, tickets…) thus enabling automation, analytics, and actions to scale on all platforms at once.

• Interact with other teams to understand their modeling and messaging requirements needs. These models should be made accessible through data pipelines and APIs.

• Build and iterate on the Apps Squad yearly product strategy, quarterly roadmap, prioritizing items and executing to achieve our OKRs while working cross-functionally and managing complex, technical, and non-technical stakeholder relationships.

• Collaborate with inspiring data science and software engineering teams, designers, developers, product marketers, and customers in an agile environment to ensure product features and processes align with the highest quality standards.

• Understand what people want based on quantitative & qualitative feedback. Constantly interact with our customers via interviews, email, social media & internal teams.
  
  Who You Are

  • Strong career progression in Product Management (4+ years)

  • A strategic approach to product management, owning product roadmaps and vision

  • Solid analytical skillset using BI tools, SQL, or related language.

  • Experienced in leading large-scale projects for a SaaS product with measurable impact

  • Experience working in an Agile/Scrum environment

  • Deep sense of empathy and collaboration with diverse backgrounds

  • Curiosity-driven, proposing innovative solutions

  • Values honest feedback, continuous improvement, and proactive communication

  • Team player with clear and effective communication

  • Data-driven, holistic thinker with a growth mindset

  • Bonus: Helpdesk, customer communications, or ecommerce platform experience

    
    Company Benefits and Perks

  • 🏖️ 5-week vacation plus 2 weeks RTT

  • 🤕 Paid sick leave

  • 🌏 6 weeks full remote/year

  • 🧸 Paid parental leave (16 weeks)

  • 🚊50% of public transportation reimbursed

  • 💻 MacBook Pro

  • 🍽️ Personal credit card to buy lunches (we use Swile)

  • 🏥 We provide private health insurance (we use Alan)

  • 💆🏻‍♀️ 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!

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!