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 teams work cross-functionally with GTM functions, think “whole product”; Product Managers are full-stack and own outcomes. They are therefore responsible for the entire lifecycle of product development from discovery, delivery, adoption and measuring impact.
Using an agile at scale model (Tribe x Squads) across all our products and with a very diverse team culture, our roadmap brings us together by always obsessing on customer value. We prioritize features according to (1) business 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 define the future of commerce with a conversational AI that drives sales and automates CX for merchants!
At Gorgias we believe commerce as a force for good and we empower merchants to grow and succeed. With traditional ecommerce growth models challenged by privacy restrictions, conversational AI now presents a fresh opportunity for engagement. AI enables merchants to offer a personalized, interactive experience—similar to being greeted by a store founder—helping customers find products, resolve issues, and re-engage with new suggestions with exceptional service.
With a robust helpdesk serving 15,000 merchants and strong brand recognition, Gorgias is uniquely positioned to lead conversational AI in ecommerce, leveraging data from ongoing support tickets. Already used by 1,000 merchants, our AI-powered solutions is set to reshape customer-company communications, tapping into a $400m market opportunity.
As the VP of Product for our Support Suite, you will be responsible for all Gorgias products used by CX Managers and human support agents: our core ticketing service, voice & SMS channels, help center, routing & SLAs, flow-based automation and many more. You will also partner with our conversational AI team to increase automation rate for support requests across all communication channels while keeping a high CSAT.
What You’ll Do
We are seeking a seasoned VP of Product who is both a product management executive and a business leader, aligning team needs with broader company priorities:
Get sh*t done: Define the team’s 1-3 year strategy, managing the full customer experience, reduce churn, set yearly & quarterly OKR, run KPI forecasts (including ARR, NPS, feature adoption and automation rate for support requests), and identify growth opportunities. Get the team to deliver fast and well: set the bar for excellence in product management looks like at Gorgias.
Industry Expertise: Stay informed on ecommerce, tech, and AI trends, continuously seeking external insights and fostering a culture of learning. Actively explore new products, attend industry events, and share relevant content. Build a strong network within the Shopify and customer support ecosystems to stay connected with leading practices.
Getting to Enterprise product readiness: Collaborate closely with engineering leadership to drive upmarket growth, balancing ambitious product vision with technical constraints to support larger, more complex customers. Know when to take shortcuts to ship fast or prioritize stability, ensuring scalable solutions that meet the needs of enterprise clients.
Cross-Functional Coordination: Drive product and cross-functional project execution through weekly and monthly reviews, prioritizing initiatives, and unblocking GTM teams as needed (e.g., educating CSMs, directly engaging with customers for feedback).
Strategic Product Leadership: Cultivate a customer-focused, value-driven culture with an unwavering commitment to excellence. Leverage strategic insights to drive impactful functional and business changes, using facts and data to communicate your plan, track performance, and report progress effectively..
Team Development: Develop and execute a growth plan for the team, managing budget and defining resource needs with clear talent acquisition and development strategies. Mentor, coach and rigorously challenge teams to uphold quality of work standards.
Who You Are
Founder mindset: You don’t take no for an answer. Bold & creative, you act with urgency and push the boundaries. You see the executive team as partners and resources rather than authority figures to appease.
Inspirational product vision: You champion a strong, customer-centered vision with deep expertise in agile development. You aim for excellence through a flexible, iterative approach that embraces trial and error.
Empathetic leadership & composed authority: You gain buy-in for decisions, communicate thoughtfully with the right people at the right time, and consider the impact of your choices across teams. You remain calm and composed when making important or difficult decisions.
Proven track record: You’ve led end-to-end product development, managed product teams in large organizations (>500 people), know how to keep a fast-pace and create cohesion despite cross-functional dependencies. Data-driven and customer-focused, you bring 6-8 years of impactful product leadership experience.
Domain expertise: Your background includes experience in SaaS enterprise, customer support and ecommerce software. You’ve set and achieved measurable OKRs, skillfully balanced strategic and hands-on work, and consistently delivered significant impact.
Perks and Benefits
🏖️ 5-week vacation plus 2 weeks RTT (We follow each country’s appropriate PTO Laws)
🤕 Paid sick leave
🧸 Paid parental leave (16 weeks)
💻 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 per year (includes books, courses, and 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 Mexico in 2022, when we were a total of 200 people!)
Candidate Interviewing Process
Meet Brittany, your recruiter for an introductory call in which you get to know more about Gorgias, our mission and the position, and we get to learn more about you - 30 min
Meet Thomas, hiring manager, to dive deep into your past experience and understand your track record, how you think, product philosophy and leadership style. - 90 min
Meet Valentin, Group PM for the Conversational AI team whom you’ll be collaborating a lot with, to chat your experience working cross-functionally & driving OKRs - 30min
Prepare a case-study at home with a technical assessment, specific contextualized questions on a real-life scenario - 7 days deadline
Meet Thomas, Jimmy and Hadi for a live review of the case study. Together you will review the case study point by point, brainstorm and/or elaborate on key elements for 45-min.
Meet Alex, our CTO and co-founder, don’t hesitate to ask him about vision and any technical challenges - 30 min
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! - 30 min
References (3) - 15 Minutes Each
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 [email protected]. Let’s grow together!
