Head of Design

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 8000+ 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. 🥳

A few words about the Product & Design team at Gorgias

🎉 Gorgias is a very 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.

🙋 As a Head of Design, you will be coming to lead a team of 6 people, to begin with: x5 Product Designers & x1 Senior Brand Manager in Chicago. Throughout 2022 you are expected to grow the team to a projected headcount of x12 people with Product Designers working within dedicated product squads and Brand Designers supporting other company initiatives.

✍️ Design teams are responsible for carrying the company's brand & experience in every aspect of the business, not just the product. Design teams are therefore expected to grow in the next 12-18 months to cover more areas of design, including visual design & user research.

Join us to solve the most creatively energizing Design challenges of eCommerce!

🎁 Amazingly great customer service is the new normal. Shoppers are more discerning than ever and demand both hyper-responsive engagement and hyper-personalized service. And all of this with an empathetic Human touch that is available across all channels from web to mobile to social. 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 among the most complex UX challenges.

🤖 Gorgias is a platform-native product. We have hundreds of apps in our app store that allows 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.

🙋 As a Head of Design, you will lead and scale our super talented team of Product and Brand Designers. The team is located both in Europe (mostly in Paris), and the US (mostly west-coast). Throughout 2022 will double the size of the team to about 15 people.

What You'll Do

• Shape the long-term design vision for Gorgias.
• Hire and mentor world-class talent, in the US and Europe.
• Engage directly with customers to understand their needs of today and tomorrow.
• Collaborate with other leaders in Product, Engineering, and Marketing to define our roadmap and meet the business goals of the company.
• Lead the execution of all Design activities.
• Establish a design culture focused on customer empathy, innovation, and simplicity.

Who You Are

• You are located in Western Europe, we are open to full-remote 👌 #LI-REMOTE
• Bachelor's Degree in a relevant field, or equivalent work experience.
• You've led a design team of 10+ through the entire aspect of the design process in a fast-paced environment.
• You are comfortable setting up OKRs with measurable outcomes.
• You're close to customers and base your design decisions on their needs via user research & data.
• You've had a significant business impact on the products you worked on.
• You have 6-8 years of product design experience.
• You value simplicity, iteration, and moving fast. You love data.
• You worked in SaaS B2B companies and have start-up experience.
• eCommerce industry experience is a plus.
• You are fluent in English (mandatory, the whole company only speaks English)

Company Perks & Benefits

• 💰Competitive salary (90th percentile of the market) and equity packages (65th percentile of the market)
• 🏖 5 weeks of vacation
• 🍼Paid parental leave
• 💻Latest MacBook Pro or equivalent
• 🩺Complimentary private health insurance (we use Alan)
• 🚊50% of public transportation reimbursed (Vélib, Navigo, etc.)
• 🍴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 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 your recruiter, Alexandre, 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 your manager, Paul, You will discuss more in-depth about your work experience.
• Present a selection of your portfolio, and meet Sean and other US-based team members. It's the perfect time to show off what you’ve done.
• Live challenge, and meet Vanessa and Antonio, Product Designers.
• Meet Romain, CEO, and co-founder of Gorgias. This is a good time to ask the difficult questions and see if we are a good match for you!

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 4.5 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

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.