Product Manager - Automation Team

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

Gorgias, Inc. in San Francisco, CA seeks Product Manager, Automation Team. Responsible for setting the product strategy and roadmap as well as managing priorities for highly technical software projects implemented by Engineering team. Conduct and integrate analyses of product, performance, and user data with understanding of the company’s engineering capabilities. Responsible for the statistical modeling and analysis that enables datadriven product decisions across the platform and for individual customer accounts. Drive product usage (per feature), which will drive ARR growth, and optimize the success of customers using specific metrics (first response time, resolution time, etc.). Prioritize features based on revenue opportunity and user feedback: Understand what people want based on quantitative & qualitative feedback. Constantly interacting with our customers via interviews, email, social media & internal teams. Coming up with creative ideas to solve our customers problems and provide value. Figuring out what's inefficient for them using data & market research. Build product scope for automation features (rules, macros, intent detection), specifications & associated mock-ups supported by thorough research (usage dashboard, data analysis, market & industry benchmark, etc.). Work closely with other teams such as Engineering on implementation & with Success/Marketing on launches. Define metrics to measure product feature success, track & monitor features when released. Build good understanding of customer base & business to suggest solutions that will drive growth & customer value. Work with engineering manager to scope, build, and ship new product functionalities. Collaborate with sales, marketing & customer success team to drive adoption of new features. Perform detailed analysis on client behavior to take data driven strategic decisions and reach the company metrics objectives. “Client behavior” refers to the type of actions that clients are taking on the Gorgias platform. By understanding how and why our clients are performing certain actions we can take data-based decisions as to which feature to further develop to improve our product. Perform detailed market research and analysis for the purpose of promoting data-based decision making to meet product development and marketing company objectives. Write product requirement documents in light of product analytics and market research and coordinate with Engineering and Design teams for implementation of those requirements into the Gorgias product. Based on data analysis, one other key component of the product requirements duty is to use this data and business judgment to prioritize which product features to work on, and in which order, based on the company’s strategy, the technology available, and the cost of implementing different technologies. Product requirement duties involve working directly with software initiatives to define requirements understandable by Design and Engineering teams and overseeing the build of technology products.

Travel: Telecommuting is permitted within commutable distance to the office.

Job Requirements: Must possess a Bachelor’s Degree, or foreign equivalent, in Business Management, Computer Science, or a related Engineering field, and 3 years of experience in the job offered or a related role.

Must also possess experience with (i) designing fee structures based on data models; (ii) building data pipelines in Python and dashboards using SQL, Tableau Software, Looker, and DOMO; (iii) product strategy including building financial models, maintaining business plans, and tracking financial performance; (iv) data infrastructure required to build an enterprise level software; and (v) setting up data bases and pipelines to ensure correct data is recorded to perform analysis across a company.
Apply online at: https://www.gorgias.com/about-us/jobs

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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.