Technical Customer Support Lead - Buenos Aires

Meet Gorgias, the customer service platform that’s designed for ecommerce merchants, and built to support all the tools in their stack. Our product unifies support over email, live chat, voice, Facebook, Instagram, Twitter, and SMS in one feed to help our merchants provide exceptional customer experiences at scale on Shopify, BigCommerce, and Magento.

In Gorgias, every incoming support ticket displays customer info such as order and conversation history, giving agents the context they need to provide the fast support customers expect. Plus, support teams can work more efficiently by easily viewing, tagging, and prioritizing every open ticket across all their support channels.

We even process these tickets with our proprietary machine learning algorithms, and can deflect up to a third of repetitive merchant tickets without human interaction, through our Automation Add-on. Everything we do is for our customers, and we’re currently serving over 10,000+ e-commerce merchants, including Steve Madden, Timbuk2, Decathlon, and Sports Illustrated. They love us for our innovative product, our focus on their ecommerce needs, and, of course, our lightning-fast customer service response times.

We raised our $25 million Series B round in December 2020 and our $30 million Series C round this year. In between, we more than doubled in size in every meaningful way: annual recurring revenue, the size of our customer base, and the size of our Gorgias team, for starters. We’re still growing fast and looking for new teammates who want to grow with us.

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 Support Team

The support team is the front line of Gorgias. We are here to make sure our current clients get the best out of our product, assist with and guide our new clients during their trial period and drive new leads.

Some of the projects we're working on:

Integrations project - 3rd party integrations that our partners built
Knowledge Base project - creating/updating public-facing documentation
Training project - Onboarding and training new members + Training existing members + Internal documentation
Billing project - Subscription management on Stripe
Social project - managing comments and reviews left by our clients on the following platforms: Shopify, Facebook, Trustpilot,

What You'll Do

• Handling non-technical and technical escalations reported by the team
• Monitors team performance and reports on metrics (weekly, monthly, quarterly)
• Lead 5 agents using performance management and development process: weekly performance check-ups, bi-weekly 1:1, monthly carer paths, quarterly performance reviews
• Interact with Engineering and Product team to ensure prioritization of issues and open communication about product plans and bug fixes
• Work together with Success and Sales to help drive the best support for our clients as well as our leads
• Act as a Senior agent to support the team and guide them towards a resolution
• Provide direct supervision of agents that may include: recruitment, evaluations, performance plans
• Review and improve support documentation and processes
• Ensure shifts coverage to deliver and exceed our goals
• Paying very close attention to client's negative feedback and use your wit to change their mind
• Having ~ 50% time working in the support queue. To manage our support, we need to spend time on the front line and lead by example

Who You Are

• Experience troubleshooting technical issues in the SaaS environment, specifically Zapier and any previous API troubleshooting is a big plus
• 2+ years of experience in technical support and love being on the first line of support, preferably in a 24x7 environment
• Being good with data and providing feedback based on a wealth of information available at your fingertips
• Skilled leader: provide feedback, coaching, and guidance to your team
• Comfort in a start-up environment with 100% ownership

Perks and Benefits

• 🏖️ 4-week vacation
• 🤕 Paid sick leave
• 🧸 Paid parental leave
• 💻 Latest MacBook Pro
• 🍽️ Personal credit card to buy lunches (you’ll have your own Gorgias credit card)
• 🏥 We offer a 5% bonus for healthcare to compensate for Private Health costs; this is already included in your offer’s calculation.
• ✈️For a smooth onboarding, we invite you to the closest office to your location for one or two weeks (flights and accommodation are handled by Gorgias).
• 💆🏻‍♀️ Get up to $700 to set up your workstation at home (working from home should feel breezy)
• 📚 Get up to $2000 of learning material per year (includes books, courses, training sessions that are easily identified and linked with your job scope. This also covers individual coaching!)
• 🥰 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 France in 2021, when we were a total of 129 people)

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 2019: TechCrunch Article ←
• Raised our Series B for $25M in 2020: TechCrunch Article ←
• Raised our Series C for $30M in 2022: TechCrunch Article ←
• We went from 0 to 8000 merchants using our platform every day from 2016 to 2021
• We have a 4.8 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

Discover Gorgias Platform here: https://www.youtube.com/watch?v=4sLFpe-xbhk

Learn about our compensation policy here: https://www.gorgias.com/blog/international-saas-salary-calculator

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.