Gorgias is a one-of-a-kind customer service platform specifically designed for ecommerce businesses to deliver effortless customer service at every stage of their growth. With its cutting-edge automation capabilities, Gorgias revolutionizes the way businesses interact with their customers, providing them with efficient and personalized support across email, voice, SMS, live chat, and social media channels.

Founded in 2015, Gorgias began as a two-person team and has grown to more than 250 employees and eight offices in San Francisco, New York, Charlotte, Toronto, Buenos Aires, Paris, Lisbon, and Sydney. As a certified B Corporation, Gorgias is proud to be a leader in sustainable and equitable workplace practices.

Today, Gorgias serves 12,000+ merchants in the ecommerce space, including Steve Madden, Glossier, BruMate, and TUSHY.

gorgias

We believe conversations will become the #1 way to shop.At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift.Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.To win, we focus relentlessly on:<ul style="min-height:1.5em"><li>Quality: conversations that feel authentic and on-brand.</li><li>Experience: effortless shopping from chat to checkout.</li><li>Re-engagement: personal, 1-1 dialogue instead of noisy marketing.</li></ul>The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.Join us to make Conversational Commerce real.<h2>***Please ensure that your CV/Resume is provided in English for our team to review!***</h2><h2>About the Team</h2>At Gorgias, we are revolutionizing customer service for ecommerce businesses. Our Customer Success team ensures clients realize measurable value from our platform by driving product adoption, automation maturity, and long-term operational impact.We partner with leading ecommerce brands to optimize their support operations, implement AI-powered workflows, and unlock scalable growth.As a Enterprise AI Solution Manager, you will serve as a strategic partner to a portfolio of ecommerce merchants. You will guide customers through product adoption, optimization, and long-term success by helping them implement AI-powered workflows, automate support operations, and align Gorgias with their business goals.You will work closely with customers to uncover opportunities, deepen relationships across stakeholders, and ensure merchants are maximizing the value of the platform.<div style="min-height:1.2em;margin-top:0;margin-bottom:0"> </div><h2>What You’ll Do</h2>As an Enterprise AI Solution Manager, you will:<div style="min-height:1.2em;margin-top:0;margin-bottom:0"> </div><h3>Customer Partnership &amp; Account Management</h3><ul style="min-height:1.5em"><li>Manage a portfolio of ~70-80 ecommerce customers</li><li>Build relationships with key stakeholders and run regular check-ins and QBRs</li><li>Understand customer goals, workflows, and operational challenges</li><li>Develop account plans focused on adoption, efficiency, and long-term value</li><li>Support renewal conversations for lower-risk or smaller expansions</li></ul><h3>Product Adoption &amp; Optimization</h3><ul style="min-height:1.5em"><li>Drive adoption of Gorgias features including AI, automation, and integrations</li><li>Analyze support workflows and recommend improvements</li><li>Help customers implement automation and AI use cases</li><li>Troubleshoot issues and partner with internal teams when needed</li></ul><h3>Customer Health &amp; Risk Management</h3><ul style="min-height:1.5em"><li>Monitor account health (usage, engagement, satisfaction)</li><li>Identify risks early and take action to prevent churn</li><li>Support renewals for lower-risk or smaller expansion cases</li></ul><h3>Operational Excellence &amp; AI Enablement</h3><ul style="min-height:1.5em"><li>Maintain accurate customer data and engagement tracking in internal systems</li><li>Manage your book of business independently while prioritizing high-impact activities</li><li>Leverage AI tools to improve efficiency across customer workflows and internal processes</li><li>Experiment with new approaches and share insights that improve team processes and playbooks</li></ul><h3>Cross-Functional Collaboration</h3><ul style="min-height:1.5em"><li>Partner with Sales, Product, and Support teams to drive customer outcomes</li><li>Surface customer insights that inform product improvements and roadmap priorities</li><li>Ensure internal teams have clear context when escalating customer needs</li></ul><div style="min-height:1.2em;margin-top:0;margin-bottom:0"> </div><h2>Who You Are</h2><ul style="min-height:1.5em"><li>5+ years in Customer Success, Account Management, or similar roles</li><li>Experience managing multiple customers in a SaaS environment</li><li>Strong communicator who can run structured conversations with customers</li><li>Curious and proactive - you like getting into the details of how things work</li><li>Comfortable balancing strategic conversations with hands-on execution</li><li>Experience working with ecommerce brands or support operations is a strong plus</li><li>Passionate about technology, automation, and the future of AI in customer support</li><li>Motivated to continuously learn, improve, and contribute to a growing team environment</li></ul>AI at Gorgias At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola &amp; others) and an annual L&amp;D budget to explore new ones.The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better. AI use in Recruiting at Gorgias By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.gorgias.com/legal/applicant-privacy-policy">Applicant Privacy Policy</a>. Diversity &amp; Inclusion at Gorgias We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making.If you need accommodations during the application or interview process, please contact us at <a target="_blank" rel="noopener noreferrer nofollow" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>.

Enterprise AI Solution Manager

We believe conversations will become the #1 way to shop.At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift.Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.To win, we focus relentlessly on:<ul style="min-height:1.5em"><li>Quality: conversations that feel authentic and on-brand.</li><li>Experience: effortless shopping from chat to checkout.</li><li>Re-engagement: personal, 1-1 dialogue instead of noisy marketing.</li></ul>The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.Join us to make Conversational Commerce real.<h2>Role Summary</h2>The RevOps Engineer builds systems and automation for the GTM stack, turning manual work into reusable solutions. This is a builder role, not an analyst role: the measure of success is what you shipped and whether teams actually use it — lead routing redesigned, handoffs automated, a cleaner CRM — not reports produced. RevOps at Gorgias covers the full customer lifecycle handoffs: marketing → sales → implementation → CX, and all the infrastructure underneath (HubSpot front-end, Vitally back-end).<h2> Key Activities</h2><h3>Systems &amp; Workflow Engineering</h3><ul style="min-height:1.5em"><li>Own GTM tooling integrations: HubSpot, Vitally, Partnerstack, Slack, Gmail, Calendar, Granola, and internal data systems</li><li>Redesign lead/opportunity workflows and roll out improvements directly with end users, driving adoption — not just deployment</li><li>Build internal automations and AI agents that eliminate recurring manual work</li></ul><h3>Data &amp; System-of-Record Hygiene</h3><ul style="min-height:1.5em"><li>Own HubSpot as the system of record: entity definitions (company/contact/lead), dedup, and routing logic so enterprise outbound hits clean data</li><li>Maintain the data hygiene standards of every system you build</li></ul><h3>Business Logic &amp; Process Operations</h3><ul style="min-height:1.5em"><li>Run day-to-day process changes with GTM teams: new lead routing, changed qualification or IM-assignment thresholds, handoff redesigns</li><li>Translate operational and CRM data into decision-ready dashboards and metrics — built so leadership (and you) can act on them</li></ul><h3>AI-Native Building</h3><ul style="min-height:1.5em"><li>Author and maintain Cortex skills as documented, reusable assets</li><li>Use AI to automate GTM workflows end-to-end, biased toward shipping working systems over analytics</li></ul><h3>Stakeholder Partnership</h3><ul style="min-height:1.5em"><li>Scope problems directly with reps and leadership before building</li><li>Document lessons learned so solutions compound across the team</li></ul><h2>What Success Looks Like</h2><ul style="min-height:1.5em"><li>Builder over measurer: ships working tools with named, tangible outcomes; doesn't stop at diagnosis</li><li>Business acumen: connects metrics to performance; spots GTM risks before they escalate</li><li>Process optimization: redesigns workflows and drives adoption with users</li><li>Resilience: thrives in a fast-changing growth company; stays effective through ambiguity, reorgs, and bumpy quarters without needing pre-built structure</li><li>Execution: prioritizes by impact, ships independently, documents for scale</li><li>Communication: clear updates and follow-through; good written English (second-language English fully acceptable)</li></ul><h2>Required Skills</h2><ul style="min-height:1.5em"><li>HubSpot at admin level (workflows, properties, reporting) — or equivalent CRM at hands-on depth</li><li>Vitally, or equivalent CS-platform experience</li><li>SQL for querying and validating data</li><li>AI/LLM fluency: building AI workflows and automations, evaluating output</li><li>Track record of scoping, building, shipping, and documenting operational systems independently</li><li>Strong written communication</li></ul><h2>Nice to Have</h2><ul style="min-height:1.5em"><li>Prior RevOps, Marketing Ops, Sales Ops, CX Ops, or Growth Engineering experience</li><li>Python or JavaScript for custom integrations</li><li>Experience at a B2B SaaS company through a period of rapid change</li></ul> Company Benefits and Perks<ul style="min-height:1.5em"><li>🏖️ 5-week vacation</li><li>🤕 Paid sick leave</li><li>🧸 Paid parental leave</li><li>💻 MacBook Pro</li><li>🏥 We provide private health insurance</li><li>🍽️ Monthly lunch stipend of $300 gross added to your salary</li><li>💆🏻‍♀️ Get up to €700 (gross) to set up your workstation at home (added to your first pay-check as an onboarding bonus)</li><li>📚 Get up to €1,500 of learning budget and a FitPass yearly membership. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.</li><li>🥰 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!</li></ul>AI at Gorgias At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola &amp; others) and an annual L&amp;D budget to explore new ones.The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better. AI use in Recruiting at Gorgias By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.gorgias.com/legal/applicant-privacy-policy">Applicant Privacy Policy</a>. Diversity &amp; Inclusion at Gorgias We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making.If you need accommodations during the application or interview process, please contact us at <a target="_blank" rel="noopener noreferrer nofollow" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>.

Senior RevOps Analyst

We believe conversations will become the #1 way to shop.At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift.Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.To win, we focus relentlessly on:<ul style="min-height:1.5em"><li>Quality: conversations that feel authentic and on-brand.</li><li>Experience: effortless shopping from chat to checkout.</li><li>Re-engagement: personal, 1-1 dialogue instead of noisy marketing.</li></ul>The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.Join us to make Conversational Commerce real.<h2>About the Team</h2>The AI Deployment (Customer Implementation) Team at Gorgias is dedicated to ensuring a seamless and successful start for every customer's journey with our products. Our primary objective is to elevate the onboarding experience by delivering a white-glove service and expert guidance to our customers. This involves cultivating a heightened proficiency in product knowledge, engaging in consultative conversations, and adopting a strategic implementation approach that extends beyond mere activation. Our mission is to empower companies to launch swiftly and effectively on Gorgias, showcasing the exceptional value of our flagship products: Helpdesk and AI Agent.Our team plays a pivotal role in the overall success of our products, influencing customer adoption, usage, and retention. As AI becomes central to how merchants support their customers, we're at the forefront of helping businesses unlock automation, configure AI Agent, and drive measurable outcomes from day one. By fostering meaningful connections with our customers, we contribute to the sustained growth and satisfaction of businesses leveraging Gorgias solutions.<div style="min-height:1.2em;margin-top:0;margin-bottom:0"> </div><h2>About the Role</h2>As the AI Deployment Manager, your role is to manage the entire onboarding process for your book of business, beginning to end - from sales handover through configuration, training, and activation. As the first point of contact, this role is instrumental in managing all aspects of customer relations post-sales stage.You will actively contribute to our mission of providing a white-glove onboarding experience, showcasing the value of our flagship products, Helpdesk and AI Agent. The perfect fit for this role is an adept professional with a consultative mindset and a strategic approach to onboarding.<div style="min-height:1.2em;margin-top:0;margin-bottom:0"> </div><h2>What You'll Do</h2><ul style="min-height:1.5em"><li>Conduct in-depth discovery and implementation sessions for your book of business, tailoring the experience to drive adoption and usage of our Helpdesk and AI Agent products.</li><li>Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals.</li><li>Design and drive AI Agent adoption roadmaps for each customer, sequencing automation rollout to support change management and prove value at each stage.</li><li>Drive the activation ratio and reduce time to value through a white-glove experience, providing expert guidance on both Helpdesk and AI Agent configuration.</li><li>Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and communicating the business impact of AI adoption in clear, compelling terms.</li><li>Act as the primary liaison between customers and internal teams, ensuring seamless communication and cross-functional accountability throughout the onboarding process.</li><li>Manage integrations with the customer's ecommerce tech stack; explore feasibility of custom integration paths and troubleshoot proactively using available technical resources and AI tools.</li><li>Drive project timelines through clear milestone setting and workback schedules, ensuring effective project management throughout the implementation.</li><li>Analyze and interpret e-commerce customer data to build compelling, executive-ready narratives - translating support metrics and AI Agent outcomes into business impact framed around revenue, efficiency, and risk, so that CEOs and CFOs become champions, not blockers.</li><li>Document customer interactions, configurations, and learnings meticulously - contributing insights that improve future implementations and team best practices.</li><li>Proactively identify and mitigate roadblocks to decrease time to value, and coach L1/L2 peers by sharing patterns, playbooks, and implementation learnings.</li><li>Leverage AI tools to accelerate discovery synthesis, solution design, and documentation.</li></ul><div style="min-height:1.2em;margin-top:0;margin-bottom:0"> </div><h2>Who You Are</h2><ul style="min-height:1.5em"><li>Experience: 3–5+ years in SaaS as an implementation manager or similar post-sales role, driving adoption and activation with a demonstrated track record of independently delivering complex implementations. Ecommerce experience is a strong plus.</li><li>Consultancy and Project Management: 3–5+ years crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions. Comfortable managing 25-30 accounts simultaneously with a high degree of autonomy.</li><li>Communication Skills: Exceptional communication, interpersonal, and executive presence. You build compelling narratives that resonate at the CEO and CFO level - translating complex data and AI outcomes into clear business impact, overcoming objections before they become roadblocks, and turning skeptics into champions. You adapt your message and materials to any audience.</li><li>Technical Curiosity: You understand how ecommerce platforms and integrations work, you're comfortable exploring how to build or troubleshoot integrations, and you default to resourcefulness over escalation. Familiarity with Shopify and common ecommerce tech stacks is a strong plus.</li><li>AI &amp; Automation Mindset: Passionate about technology, automation, and the future of AI in customer support. Comfortable configuring AI Agent, discussing automation strategy with merchants, and learning new AI capabilities quickly. Proactively uses tools like Claude to improve your own efficiency.</li><li>Adaptability and Learning Agility: Thrives in an evolving onboarding process, demonstrating adaptability to change, quick learning, and the ability to keep up with new product developments and process changes.</li><li>Relationship Building: Passionate about building and maintaining relationships, with a focus on driving engagement, product adoption, and mitigating churn.</li><li>Passion for Learning: Demonstrated passion for continuous learning and personal growth. You stay current on Gorgias product developments and ecommerce trends, and you actively contribute to team knowledge.</li></ul>AI at Gorgias At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola &amp; others) and an annual L&amp;D budget to explore new ones.The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better. AI use in Recruiting at Gorgias By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.gorgias.com/legal/applicant-privacy-policy">Applicant Privacy Policy</a>. Diversity &amp; Inclusion at Gorgias We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making.If you need accommodations during the application or interview process, please contact us at <a target="_blank" rel="noopener noreferrer nofollow" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>.

AI Deployment Manager, Enterprise

We believe conversations will become the #1 way to shop.At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift.Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.To win, we focus relentlessly on:<ul style="min-height:1.5em"><li>Quality: conversations that feel authentic and on-brand.</li><li>Experience: effortless shopping from chat to checkout.</li><li>Re-engagement: personal, 1-1 dialogue instead of noisy marketing.</li></ul>The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.Join us to make Conversational Commerce real.<h2>About the Team</h2>The Account Management team is part of the Sales Team at Gorgias. We educate merchants on optimizing their customer experience for efficiency and personalization at scale. The focus of our team is cross-selling add-ons to our existing customer base. In this highly cross-functional role, you will be at the forefront of innovative tech solutions and your skills will be instrumental in driving revenue. You will join a team of 6 and have the chance to shape and build the team, playing a key role in launching new products.<h2>What You’ll Do</h2><ul style="min-height:1.5em"><li>Own a book of existing eCommerce accounts, focusing on expansion and upsells.</li><li>Drive the full sales cycle from demo to close for add-on and new product sales (average deal size: $10K–$15K ACV, typically closed in 3–5 calls).</li><li>Manage a high-velocity inbound pipeline, with some outbound to existing accounts.</li><li>Partner cross-functionally with Customer Success and Product teams to identify opportunities for automation and improved customer outcomes.</li><li>Use data to identify upsell opportunities and prioritize outreach effectively.</li><li>Ask the right pain-point questions to uncover growth potential within each account.</li><li>Continuously optimize your sales process to improve deal velocity and hit/exceed quota.</li></ul><h2>Who You Are</h2>You’re a driven and data-minded seller who thrives in a fast-paced environment. You know how to balance volume with strategy, moving fast without sacrificing quality. You’re motivated by impact, love solving customer problems, and bring structure and curiosity to everything you do.<h2>Specifically, you have:</h2><ul style="min-height:1.5em"><li>2 to 3 years of experience in a closing sales role (Account Executive or Account Manager) within SaaS or eCommerce tech.</li><li>A proven track record of hitting and exceeding quota in a fast-paced, high-volume environment.</li><li>Strong ability to manage a high volume of accounts, balancing multiple deals simultaneously while staying organized and efficient.</li><li>A knack for asking strategic, pain-based questions that uncover new opportunities and deepen customer value.</li><li>A data-driven mindset. You use numbers to identify trends, spot upsell potential, and measure performance.</li><li>Able to juggle for speed and deal velocity, you can move quickly from demo to close while maintaining consultative quality.</li><li>Excellent time management and prioritization skills; you know how to balance calls, sequences, and follow-ups.</li><li>Tech-savvy and naturally curious, able to act as a solutions consultant who speaks confidently about how Gorgias drives customer experience and revenue impact.</li><li>Strong communication skills with clear, engaging, and persuasive communication across written, verbal, and presentation formats.</li></ul><h2>Nice to Have</h2><ul style="min-height:1.5em"><li>Experience working directly with eCommerce merchants or within a tech startup.</li><li>Background in running or advising online stores/brands on best practices.</li></ul><h2>Perks &amp; Benefits:</h2><ul style="min-height:1.5em"><li>🏖️ 5-week vacation</li><li>🤕 Paid sick leave (15 days)</li><li>🌏 6 weeks full remote/year</li><li>🧸 Paid parental leave (16 weeks)</li><li>🍽️ CAD $400/month for lunch expenses (you’ll have your own Gorgias credit card)</li><li>🏥 We provide private health insurance and retirement pension</li><li>💆🏻‍♀️ Get up to CAD $900 to set up your workstation at home (working from home should feel breezy)</li><li>📚 Get up to CAD $2600 of learning material and wellness support per year! This includes CAD 1950 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a CAD 650 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.</li><li>🥰 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!</li></ul>AI at Gorgias At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola &amp; others) and an annual L&amp;D budget to explore new ones.The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better. AI use in Recruiting at Gorgias By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.gorgias.com/legal/applicant-privacy-policy">Applicant Privacy Policy</a>. Diversity &amp; Inclusion at Gorgias We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making.If you need accommodations during the application or interview process, please contact us at <a target="_blank" rel="noopener noreferrer nofollow" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>.

Account Manager, Commercial

We believe conversations will become the #1 way to shop.At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift.Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.To win, we focus relentlessly on:<ul style="min-height:1.5em"><li>Quality: conversations that feel authentic and on-brand.</li><li>Experience: effortless shopping from chat to checkout.</li><li>Re-engagement: personal, 1-1 dialogue instead of noisy marketing.</li></ul>The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.Join us to make Conversational Commerce real.<h2>Why this role exists</h2>Demand generation at Gorgias is being rebuilt from the ground up. The demand gen function as it exists today is operations-heavy but campaign-light: we can build systems, but we haven't been running the multichannel campaigns a modern demand gen function runs. This hire is the marketer who changes that — someone who has done demand gen the traditional way, knows the fundamentals of every channel, and now layers AI on top for efficiency. You will be the first true campaign strategist on the team, and you'll help define the playbook rather than inherit one. <h2>What you'll do</h2><ul style="min-height:1.5em"><li>Run paid media end to end across paid search, paid social, G2, and other paid advertising programs — strategy, execution, and optimization.</li><li>Build and maintain email nurture programs for our subscriber base, designed to move leads through the funnel to sales.</li><li>Own campaign strategy and execution across channels — taking positioning, messaging, and content from the product marketing team and turning it into campaign-ready programs that actually ship. Campaigns can't perform when they're not launched; your job is getting them out the door.</li><li>Drive conversion optimization on landing pages and forms, partnering with our web developer (who sits outside marketing) to improve conversion rates.</li><li>Own the lead-to-sales handoff: prep campaign leads for sales and equip sales on how to work them.</li><li>Build the demand math: help establish our pipeline targets — how many meetings, leads, and qualified leads we need to generate X pipeline — and track against them. This measurement doesn't exist today; you'll help create it.</li><li>Apply ABM principles (platform-agnostic — Demandbase, 6sense, or equivalent) across programs.</li><li>Use AI daily to streamline repetitive work and find efficiencies in campaign operations — as a power user, not a builder. Custom systems and automations are the GTM Ops team's job; yours is knowing what to ask for.</li><li>Feed the playbook: test, learn, and work with the hiring manager to turn what works into documented, repeatable processes.</li></ul><h2>What we're looking for</h2><ul style="min-height:1.5em"><li>3–5+ years in demand gen, growth marketing, or digital marketing at B2B tech companies — the channel fundamentals are real.</li><li>Hands-on paid media experience across search and social, plus email marketing automation.</li><li>Genuine multichannel experience — running campaigns across channels yourself and collaborating with partner marketing, sales, and content teams.</li><li>A strategic campaign marketer, not a specialist: we don't want someone who has only ever run paid search inside a big company.</li><li>Comfortable using AI tools to work faster and smarter in the day-to-day.</li><li>Builder mentality for a zero-to-one environment. This is the big one. There are no pre-existing processes here — we are building them. If you need a playbook handed to you, this isn't the role. If the idea of walking into a function that's being rebuilt from scratch energizes you, it is.</li><li>Resilient, direct, and unflappable. You'll have strong leadership above you, but you need to be able to operate independently when it counts.</li></ul><h2>Nice to have</h2><ul style="min-height:1.5em"><li>HubSpot experience (we use it, and we'll teach you our instance either way).</li><li>Experience at a scrappy, high-growth, or chaotic-stage company where you had to figure things out without support teams around you.</li><li>Experience working with product marketing to convert positioning into campaign messaging.</li></ul><h2>What we offer</h2><ul style="min-height:1.5em"><li>A rare opportunity to build a demand gen function from zero with full ownership of campaign strategy, at one of the fastest-growing companies in e-commerce support.</li><li>A leadership team that wants to test, learn, and have fun doing it — while fixing what isn't working.</li></ul><h2>Interview process</h2><ol style="min-height:1.5em"><li>Hiring manager call (Eric)</li><li>Case study: channel optimization — given a sample dataset (market size, current conversion rates by channel), present a campaign framework for getting from here to there. Framework and pitch, not full campaign build.</li><li>Panel with Eric and Matilda (product marketing) — including how you'd turn PMM output into campaign messaging</li><li>Final leadership call with Heather</li></ol>AI at Gorgias At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola &amp; others) and an annual L&amp;D budget to explore new ones.The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better. AI use in Recruiting at Gorgias By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.gorgias.com/legal/applicant-privacy-policy">Applicant Privacy Policy</a>. Diversity &amp; Inclusion at Gorgias We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making.If you need accommodations during the application or interview process, please contact us at <a target="_blank" rel="noopener noreferrer nofollow" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>.

Demand Generation Manager

We believe conversations will become the #1 way to shop.At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift.Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.To win, we focus relentlessly on:<ul style="min-height:1.5em"><li>Quality: conversations that feel authentic and on-brand.</li><li>Experience: effortless shopping from chat to checkout.</li><li>Re-engagement: personal, 1-1 dialogue instead of noisy marketing.</li></ul>The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.Join us to make Conversational Commerce real.<h2>About the Team</h2>The Customer Implementation Team at Gorgias is dedicated to ensuring a seamless and successful start for every customer's journey with our products. Our primary objective is to elevate the onboarding experience by delivering a white-glove service and expert guidance to our customers. This involves cultivating a heightened proficiency in product knowledge, engaging in consultative conversations, and adopting a strategic implementation approach that extends beyond mere activation. Our mission is to empower companies to launch swiftly and effectively on Gorgias, showcasing the exceptional value of our flagship products: Helpdesk and AI Agent.Our team plays a pivotal role in the overall success of our products, influencing customer adoption, usage, and retention. As AI becomes central to how merchants support their customers, we're at the forefront of helping businesses unlock automation, configure AI Agent, and drive measurable outcomes from day one. By fostering meaningful connections with our customers, we contribute to the sustained growth and satisfaction of businesses leveraging Gorgias solutions.<div style="min-height:1.2em;margin-top:0;margin-bottom:0"> </div><h2>About the Role</h2>As the Customer Implementation Manager, your role is to manage the entire onboarding process for your book of business, beginning to end - from sales handover through configuration, training, and activation. As the first point of contact, this role is instrumental in managing all aspects of customer relations post-sales stage.You will actively contribute to our mission of providing a white-glove onboarding experience, showcasing the value of our flagship products, Helpdesk and AI Agent. The perfect fit for this role is an adept professional with a consultative mindset and a strategic approach to onboarding.<div style="min-height:1.2em;margin-top:0;margin-bottom:0"> </div><h2>What You'll Do</h2><ul style="min-height:1.5em"><li>Conduct in-depth discovery and implementation sessions for your book of business, tailoring the experience to drive adoption and usage of our Helpdesk and AI Agent products.</li><li>Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals.</li><li>Design and drive AI Agent adoption roadmaps for each customer, sequencing automation rollout to support change management and prove value at each stage.</li><li>Drive the activation ratio and reduce time to value through a white-glove experience, providing expert guidance on both Helpdesk and AI Agent configuration.</li><li>Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and communicating the business impact of AI adoption in clear, compelling terms.</li><li>Act as the primary liaison between customers and internal teams, ensuring seamless communication and cross-functional accountability throughout the onboarding process.</li><li>Manage integrations with the customer's ecommerce tech stack; explore feasibility of custom integration paths and troubleshoot proactively using available technical resources and AI tools.</li><li>Drive project timelines through clear milestone setting and workback schedules, ensuring effective project management throughout the implementation.</li><li>Analyze and interpret e-commerce customer data to build compelling, executive-ready narratives - translating support metrics and AI Agent outcomes into business impact framed around revenue, efficiency, and risk, so that CEOs and CFOs become champions, not blockers.</li><li>Document customer interactions, configurations, and learnings meticulously - contributing insights that improve future implementations and team best practices.</li><li>Proactively identify and mitigate roadblocks to decrease time to value, and coach L1/L2 peers by sharing patterns, playbooks, and implementation learnings.</li><li>Leverage AI tools to accelerate discovery synthesis, solution design, and documentation.</li></ul><div style="min-height:1.2em;margin-top:0;margin-bottom:0"> </div><h2>Who You Are</h2><ul style="min-height:1.5em"><li>Experience: 3–5+ years in SaaS as an implementation manager or similar post-sales role, driving adoption and activation with a demonstrated track record of independently delivering complex implementations. Ecommerce experience is a strong plus.</li><li>Consultancy and Project Management: 3–5+ years crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions. Comfortable managing 25-30 accounts simultaneously with a high degree of autonomy.</li><li>Communication Skills: Exceptional communication, interpersonal, and executive presence. You build compelling narratives that resonate at the CEO and CFO level - translating complex data and AI outcomes into clear business impact, overcoming objections before they become roadblocks, and turning skeptics into champions. You adapt your message and materials to any audience.</li><li>Technical Curiosity: You understand how ecommerce platforms and integrations work, you're comfortable exploring how to build or troubleshoot integrations, and you default to resourcefulness over escalation. Familiarity with Shopify and common ecommerce tech stacks is a strong plus.</li><li>AI &amp; Automation Mindset: Passionate about technology, automation, and the future of AI in customer support. Comfortable configuring AI Agent, discussing automation strategy with merchants, and learning new AI capabilities quickly. Proactively uses tools like Claude to improve your own efficiency.</li><li>Adaptability and Learning Agility: Thrives in an evolving onboarding process, demonstrating adaptability to change, quick learning, and the ability to keep up with new product developments and process changes.</li><li>Relationship Building: Passionate about building and maintaining relationships, with a focus on driving engagement, product adoption, and mitigating churn.</li><li>Passion for Learning: Demonstrated passion for continuous learning and personal growth. You stay current on Gorgias product developments and ecommerce trends, and you actively contribute to team knowledge.</li><li>Bilingual French is an asset - not required</li></ul>AI at Gorgias At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola &amp; others) and an annual L&amp;D budget to explore new ones.The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better. AI use in Recruiting at Gorgias By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.gorgias.com/legal/applicant-privacy-policy">Applicant Privacy Policy</a>. Diversity &amp; Inclusion at Gorgias We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making.If you need accommodations during the application or interview process, please contact us at <a target="_blank" rel="noopener noreferrer nofollow" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>.

Customer Implementation Manager, Commercial

We believe conversations will become the #1 way to shop.At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift.Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.To win, we focus relentlessly on:<ul style="min-height:1.5em"><li>Quality: conversations that feel authentic and on-brand.</li><li>Experience: effortless shopping from chat to checkout.</li><li>Re-engagement: personal, 1-1 dialogue instead of noisy marketing.</li></ul>The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.Join us to make Conversational Commerce real.<h2>Overview</h2>Support is usually a cost center. The best ecommerce brands treat it as a growth channel. Gorgias is how they do it.We built the helpdesk for ecommerce: email, chat, voice, SMS, and social in one place, with AI built in. AI Agent resolves conversations on its own, and the Shopping Assistant turns shopper questions into sales. Merchants get faster support and more revenue from the teams they already have.More than 17,000 merchants run on Gorgias; brands like Steve Madden, Decathlon, Psycho Bunny, and Glossier. We're on our way to $100M in annual recurring revenue, and the story that got us here is only beginning to be told; that’s where you come in.<h2>About Content Marketing</h2>As Director, Content Marketing, reporting to the VP of Marketing, you'll own content at Gorgias: brand, thought leadership, social, and community.Content has done its job here. The blog, the research, the customer stories — they built a brand 17,000 merchants recognize. But we're not the company we were when most of it was written. The product is evolving, the ICP is shifting, and AI is changing how we work. We're an AI-first platform moving upmarket, and the content hasn't caught up. Your job is to rebuild the program for that next chapter: a sharper strategy, a clearer voice, more amplification, and AI-powered production that lets a small team ship like a big one.<h2>What You'll Do</h2>Set the content marketing strategy and do the work. This is a hands-on role today, with a team growing around it.<ul style="min-height:1.5em"><li>Own the content marketing strategy (creation + amplification) across brand, thought leadership, social, community, and customer-led content, plus the editorial calendar and production process.</li><li>Build AI-powered workflows in Claude Code and Cortex (our internal AI layer) that turn research and customer insight into finished content faster. Decide what AI touches and what it doesn't.</li><li>Make Gorgias show up where buyers are looking: social media, communities, search rankings (SEO) and AI answers (AEO). You'll be the team's expert in these.</li><li>Create content that reaches and creates affinity with ecommerce decision-makers before they're in a buying cycle, and preference when they are in cycle.</li><li>Work from what customers actually say, and make Gorgias synonymous with solving their pains; Cortex, Gong calls, BuildBetter feedback, and Ecom Lab research are full of content ideas; your job is turning them into programs.</li><li>Write for enterprise buyers: persona-specific content for the bigger buying committees and longer sales cycles we see upmarket.</li><li>Partner with demand gen, PMM, and leadership so content supports the story we're telling as we move beyond "help desk.”</li><li>Hire and manage a social media/community teammate as the function grows.</li></ul>Content marketing has leadership attention and room to run here. What it doesn't have yet is the new playbook. That's the job.<h2>Who You Are</h2><ul style="min-height:1.5em"><li>5-7+ years in content marketing, ideally at a SaaS or ecommerce company.</li><li>You've built content programs, not just executed them, and you can point to the funnel impact of programs you've run.</li><li>Strong instincts for brand, thought leadership, social, and voice of customer.</li><li>Experience writing for enterprise buyers and complex purchase decisions.</li><li>Appreciate the “marketing” in content marketing, and not only build amazing content, but the amplification plan to get it in front of our ICP across key channels.</li><li>Great judgment and taste. You know when AI helps and when it makes things worse.</li><li>You've actually built with AI tools, not just used ChatGPT in a browser.</li><li>Solid SEO fundamentals and a point of view on how AI search (AEO) changes them.</li><li>Excellent writer and prompter with a builder mentality.</li><li>You spot opportunities and run with them. You don't wait for a brief.</li></ul>Bonus points:<ul style="min-height:1.5em"><li>Shopify/ecommerce ecosystem background</li><li>Experience evolving a brand's perception upmarket</li><li>Experience with LLM/AEO content strategy</li></ul>AI at Gorgias At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola &amp; others) and an annual L&amp;D budget to explore new ones.The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better. AI use in Recruiting at Gorgias By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.gorgias.com/legal/applicant-privacy-policy">Applicant Privacy Policy</a>. Diversity &amp; Inclusion at Gorgias We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making.If you need accommodations during the application or interview process, please contact us at <a target="_blank" rel="noopener noreferrer nofollow" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>.

Director, Content Marketing

We believe conversations will become the #1 way to shop.At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift.Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.To win, we focus relentlessly on:<ul style="min-height:1.5em"><li>Quality: conversations that feel authentic and on-brand.</li><li>Experience: effortless shopping from chat to checkout.</li><li>Re-engagement: personal, 1-1 dialogue instead of noisy marketing.</li></ul>The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.Join us to make Conversational Commerce real.<h2>About the Team</h2>The Customer Implementation Team at Gorgias is dedicated to ensuring a seamless and successful start for every customer's journey with our products. Our primary objective is to elevate the onboarding experience by delivering a white-glove service and expert guidance to our customers. This involves cultivating a heightened proficiency in product knowledge, engaging in consultative conversations, and adopting a strategic implementation approach that extends beyond mere activation. Our mission is to empower companies to launch swiftly and effectively on Gorgias, showcasing the exceptional value of our flagship products: Helpdesk and AI Agent.Our team plays a pivotal role in the overall success of our products, influencing customer adoption, usage, and retention. As AI becomes central to how merchants support their customers, we're at the forefront of helping businesses unlock automation, configure AI Agent, and drive measurable outcomes from day one. By fostering meaningful connections with our customers, we contribute to the sustained growth and satisfaction of businesses leveraging Gorgias solutions.<h2>About the Role</h2>As the Customer Implementation Manager, your role is to manage the entire onboarding process for your book of business, beginning to end - from sales handover through configuration, training, and activation. As the first point of contact, this role is instrumental in managing all aspects of customer relations post-sales stage.You will actively contribute to our mission of providing a white-glove onboarding experience, showcasing the value of our flagship products, Helpdesk and AI Agent. The perfect fit for this role is an adept professional with a consultative mindset and a strategic approach to onboarding.<h2>What You’ll Do</h2><ul style="min-height:1.5em"><li>Conduct in-depth implementation and optimization sessions for new and cross sold customers, tailoring the experience to drive adoption and usage of our Helpdesk and AI Agent products.</li><li>Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals.</li><li>Drive the activation ratio and reduce time to activation through a white-glove experience, providing guidance and onboarding for Helpdesk and AI Agent products.</li><li>Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value-driven adoption to achieve key business results.</li><li>Act as the primary liaison between customers and internal teams, ensuring seamless communication and support throughout the onboarding process.</li><li>Document customer interactions and feedback meticulously, leveraging this data to continuously improve the onboarding and overall customer experience.</li><li>Analyze and interpret e-commerce customer data, providing valuable insights to optimize support strategies using the AI Agent product.</li><li>Drive project timelines through clear milestone setting with the customer, ensuring effective project management throughout the onboarding process.</li><li>Proactively identify and mitigate potential roadblocks to decrease time to value, assisting companies in launching quickly and effectively on Gorgias.</li></ul><h2>Who You Are</h2><ul style="min-height:1.5em"><li>Experience: 2-3+ years in SaaS as an implementation manager driving post-sales adoption and activation, demonstrating a successful track record. E-commerce experience is a plus!</li><li>Consultancy and Project Management: 2-3+ years of experience crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions.</li><li>Communication Skills: Excellent communication, interpersonal, follow-up, and attention to detail skills.</li><li>Proactive Work Approach: Proficient in concurrently managing up to 30 accounts at a given time, adept at tailoring support to meet the diverse needs of both small and large merchants. You are a self-starter; you will be provided with a lot of autonomy in this role.</li><li>Adaptability and Learning Agility: Thrives in an evolving onboarding process, demonstrating adaptability to change, quick learning, and the ability to keep up with new product developments and process changes.</li><li>Relationship Building: Passionate about building and maintaining relationships, with a focus on driving engagement, product adoption and mitigating churn.</li><li>Passion for Learning: Demonstrated passion for continuous learning and personal growth.</li><li>AI &amp; Automation Mindset: Passionate about technology, automation, and the future of AI in customer support. Comfortable configuring AI tools, discussing automation strategy with merchants, and learning new AI capabilities quickly.</li></ul>AI at Gorgias At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola &amp; others) and an annual L&amp;D budget to explore new ones.The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better. AI use in Recruiting at Gorgias By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.gorgias.com/legal/applicant-privacy-policy">Applicant Privacy Policy</a>. Diversity &amp; Inclusion at Gorgias We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making.If you need accommodations during the application or interview process, please contact us at <a target="_blank" rel="noopener noreferrer nofollow" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>.

Customer Implementation Manager (APAC)

We believe conversations will become the #1 way to shop.At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift.Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.To win, we focus relentlessly on:<ul style="min-height:1.5em"><li>Quality: conversations that feel authentic and on-brand.</li><li>Experience: effortless shopping from chat to checkout.</li><li>Re-engagement: personal, 1-1 dialogue instead of noisy marketing.</li></ul>The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.Join us to make Conversational Commerce real.<h2>About the Team</h2>At Gorgias, we are revolutionizing customer service for ecommerce businesses. Our Customer Success team ensures clients realize measurable value from our platform by driving product adoption, automation maturity, and long-term operational impact.We partner with leading ecommerce brands to optimize their support operations, implement AI-powered workflows, and unlock scalable growth.As a Commercial Customer Success Manager, you will serve as a strategic partner to a portfolio of ecommerce merchants. You will guide customers through product adoption, optimization, and long-term success by helping them implement AI-powered workflows, automate support operations, and align Gorgias with their business goals.You will work closely with customers to uncover opportunities, deepen relationships across stakeholders, and ensure merchants are maximizing the value of the platform.<h2>What You’ll Do</h2>As a Commercial Customer Success Manager, you will:<h3>Customer Partnership &amp; Account Strategy</h3><ul style="min-height:1.5em"><li>Manage a large portfolio of commercial ecommerce customers (high-volume book of business)</li><li>Maintain a strong pulse on your accounts through a mix of proactive and reactive engagement</li><li>Run regular check-ins and support higher-value customers with more structured conversations</li><li>Understand customer workflows, goals, and common blockers</li><li>Support customers in improving how they use Gorgias in their day-to-day operations</li></ul><h3>Product Adoption &amp; Optimization</h3><ul style="min-height:1.5em"><li>Drive adoption of Gorgias features including automation, AI, and integrations</li><li>Analyze support workflows and recommend improvements for common use cases</li><li>Help customers implement automation and AI workflows to improve efficiency</li><li>Troubleshoot product issues and support customers in resolving blockers</li><li>Get hands-on in customer setups when needed (reoptimizations, fixes, improvements)</li></ul><h3>Customer Health &amp; Risk Management</h3><ul style="min-height:1.5em"><li>Monitor account health signals (usage, engagement, sentiment) across a large portfolio</li><li>Identify risk signals and take action to prevent churn</li><li>Focus on improving adoption and setup quality as key drivers of retention</li><li>Support renewal conversations for lower-risk or flat renewals when needed</li></ul><h3>Operational Excellence &amp; AI Enablement</h3><ul style="min-height:1.5em"><li>Maintain accurate customer data and engagement tracking in internal systems</li><li>Manage your book of business in a structured and organized way</li><li>Prioritize accounts based on impact and risk</li><li>Use AI and internal tools to improve efficiency in your day-to-day work</li><li>Contribute insights and patterns to improve team processes over time</li></ul><h3>Cross-Functional Collaboration</h3><ul style="min-height:1.5em"><li>Partner with Sales, Product, and Support teams to resolve issues and improve outcomes</li><li>Escalate when needed and ensure context is clearly communicated</li><li>Share recurring customer challenges and insights with internal teams</li></ul><h2>Who You Are</h2><ul style="min-height:1.5em"><li>2+ years in Customer Success, Support, Account Management, or a customer-facing SaaS role</li><li>Comfortable managing a high-volume portfolio of accounts</li><li>Strong communicator who can guide customers through practical, solution-oriented conversations</li><li>Support-oriented and hands-on - you enjoy helping customers solve real problems</li><li>Curious and detail-oriented - you like getting into how systems and workflows actually work</li><li>Organized and able to prioritize effectively across many customers</li><li>Experience with ecommerce, support operations, or automation tools is a strong plus</li><li>Interest in AI and how it improves customer support</li></ul>AI at Gorgias At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola &amp; others) and an annual L&amp;D budget to explore new ones.The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better. AI use in Recruiting at Gorgias By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.gorgias.com/legal/applicant-privacy-policy">Applicant Privacy Policy</a>. Diversity &amp; Inclusion at Gorgias We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making.If you need accommodations during the application or interview process, please contact us at <a target="_blank" rel="noopener noreferrer nofollow" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>.

Customer Success Manager - Commercial

We believe conversations will become the #1 way to shop.At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift.Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.To win, we focus relentlessly on:<ul style="min-height:1.5em"><li>Quality: conversations that feel authentic and on-brand.</li><li>Experience: effortless shopping from chat to checkout.</li><li>Re-engagement: personal, 1-1 dialogue instead of noisy marketing.</li></ul>The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.Join us to make Conversational Commerce real.<h2>About the Team</h2>The Enterprise Customer Implementation Team at Gorgias works with our highest GMV merchants. Each implementation is truly custom based on the merchant’s business processes, procedures, and workflows. The team is successful when launches occur on time and merchants are promoters of Gorgias at the end of their implementation - excited to continue their customer journey with us.Specifically, the team is responsible for both Helpdesk and AI Agent adoption and custom implementations. As AI becomes central to how merchants support their customers, we’re at the forefront of helping our largest, most complex businesses unlock automation, configure AI Agent, and drive measurable outcomes from day one.<h2>About the Role</h2>As an Enterprise Implementation Manager you work with every merchant in your book of business from pre-sales discovery calls through launch, making sure every item identified in the launch plan is released and the merchant is satisfied. The milestones of a launch include:<ul style="min-height:1.5em"><li>understanding early what the merchant needs before they become a customer</li><li>migrating the merchant’s data to Gorgias</li><li>project managing custom builds and integrations to completion working cross-functionally with the technical solutions team</li><li>driving product adoption and AI Agent automation rate to 50%+ within 2 months of launch</li></ul><h2>What You’ll Do</h2><ul style="min-height:1.5em"><li>Drive each of your merchants to a successful launch, supporting them from the sales journey through post-launch</li><li>Build an organized work-back schedule and timeline covering all key items needed to bring the merchant live, building trust and gaining buy-in early</li><li>Project manage cross-functional partners and workstreams to ensure successful go-live dates, such as custom builds (e.g., custom AI Agent actions, integrations)</li><li>Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals.</li><li>Truly understand each of your merchants and their business needs by doing deep discovery in working sessions, mapping out business processes, and designing creative solutions tailored to their business</li><li>Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value-driven adoption to achieve key business results</li><li>Document customer interactions and feedback meticulously, leveraging this data to continuously improve the product and overall customer experience</li><li>Conduct in-depth AI Agent implementation and optimization sessions, tailoring the configuration to drive automation rate and measurable business outcomes for each enterprise merchant</li><li>QA AI Agent responses and iterate on prompts and guidance to tune performance over time</li><li>Analyze and interpret each merchant’s e-commerce and support data to shape their automation strategy and continuously optimize AI Agent performance post-launch</li><li>Bring an assertive, executive presence to drive timelines - setting clear milestones, holding cross-functional partners and merchant stakeholders accountable, and removing roadblocks to protect go-live dates</li><li>Act as the primary liaison between the customer and internal teams, ensuring seamless communication and support throughout onboarding</li><li>Align executive stakeholders and build a mutual success plan to keep enterprise launches on track</li><li>Be an expert at Gorgias products and functionality always bringing a consultative approach</li></ul><h2>Who You Are</h2><ul style="min-height:1.5em"><li>Experience: 3+ years with Implementations or similar experience within SaaS, with at least 3 years’ experience working directly with Enterprise clients, understanding enterprise merchants and the level of service needed. Have experience driving discovery in the sales cycle, doing technical implementations, and ensuring successful launches through project plans and organization.</li><li>Strategic Project Management: 3+ years of experience crafting and overseeing complex, multi-workstream project timelines tailored to enhance activation among enterprise merchants. You bring an assertive presence to drive timelines - proactively setting milestones, holding both internal and merchant stakeholders accountable, and keeping launches on track - while encompassing strategic recommendations and actionable suggestions.</li><li>Technical Experience: Have hacked solutions yourself or see a path to success with cross-functional engineering support. Comfortable configuring AI Agents and familiar with data migrations, APIs, integrations, and custom builds.</li><li>Communication Skills: Excellent communication, interpersonal, follow-up, and attention to detail skills.</li><li>Work Approach: Proficient in concurrently managing up to 20 accounts and projects. Adept at tailoring support to meet the diverse needs of both small and large merchants.</li><li>Adaptability and Learning Agility: Thrives in an evolving onboarding process, demonstrating adaptability to change, quick learning, and the ability to keep up with new product developments and process changes.</li><li>Relationship Building: Passionate about building and maintaining relationships, with a focus on mitigating churn and driving engagement and product adoption.</li><li>Passion for Learning: Demonstrated passion for continuous learning and personal growth.</li><li>AI &amp; Automation Mindset: Passionate about technology, automation, and the future of AI in customer support. Comfortable configuring AI tools, discussing automation strategy with enterprise merchants, and learning new AI capabilities quickly.</li></ul><h2>Perks &amp; Benefits</h2>🏖️ 5-week vacation (We follow each country's appropriate PTO Laws)🤕 Paid sick leave🧸 Paid parental leave (16 weeks)💻 MacBook Air🏥 Health insurance with Sunlife and RRSP matching with Wealthsimple💆🏻‍♀️ Get up to $900 CAD to set up your workstation at home (working from home should feel breezy)📚 Get up to $2600 CAD 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!AI at Gorgias At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola &amp; others) and an annual L&amp;D budget to explore new ones.The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better. AI use in Recruiting at Gorgias By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.gorgias.com/legal/applicant-privacy-policy">Applicant Privacy Policy</a>. Diversity &amp; Inclusion at Gorgias We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making.If you need accommodations during the application or interview process, please contact us at <a target="_blank" rel="noopener noreferrer nofollow" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>.

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