Support Consultant

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.

Please ensure to apply with a resume in English for our team to review

Join our team for the opportunity to:

👩🏼‍💻Work with a passionate and motivated team who is always on the lookout to provide high-touch interactions to our merchants.

💪 Display extreme ownership by driving adoption and positively impacting the usage of the accounts for Basic and Pro merchants, returning results that serve the vision of the team.

🌱 Guide merchants to success and encourage their business growth.

About the Role

As an Office Hours Consultant, you will guide our merchants through their questions and inquiries, ensure they adapt Gorgias to their business needs and implement Gorgias features into their accounts. You’ll help them optimize their setup and plans to positively impact our company’s goals. You will show great product knowledge and will be flexible to adapt to any questions, objections, and roadblocks they might have. Additionally, you will assist the Support operation by answering customer inquiries via tickets and collaborating on projects when applicable.

You will display great consultative skills and customer success skills to de-escalate difficult conversations about pricing, usage, troubleshooting, etc. as well as display proactiveness, great ownership, honesty, and interest in growing within the Office Hours operation.

The Office Hours Consultants provide support in different timezones, with special attention to the EST and PST, so the shifts in which you will work are focused on these timezones.

What You’ll Do

• Get Office hours calls booked on your calendar and prepare beforehand to understand the topics of discussion and the features that will fulfill the customer's needs and company goals

• Attend calls with merchants to discuss their questions and help them optimize their accounts, address any unprompted questions and objections they may have

• Take advantage of any upsell opportunities to ensure our clients make the most out of the platform and their subscriptions

• Minimize churn risk and positively influence merchant’s metrics through feature enablement

• Answer Billing and Support inquiries

• Follow-up with merchants and update call notes after the meeting

• Collaborate in Support projects when applicable as part of the Office Hours operation

Who You Are

• You have at least 2 years of experience in a Customer Success role

• Confident in developing a great product knowledge of Gorgias and using it to answer customer questions and optimize their workflows

• Comfortable driving enablement on customer accounts and taking a consultative approach to your calls

• Experience working on virtual calls with customers

• Experience with automation and implementation programs/initiatives

• Have excellent communication and soft skills

• Strive to provide great customer service

• Feel comfortable in situations where you might not have the answer right away

• Comfortable working with different aspects of Gorgias including customer journeys, industry trends and standards, billing and subscription, Gorgias products, etc.

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

Perks and Benefits

• 🏖️ 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!

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

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