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Revenue Operations Analyst

Gorgias

Gorgias

This job is no longer accepting applications

See open jobs at Gorgias.
IT, Operations
Toronto, ON, Canada
Posted on Friday, December 8, 2023

Meet Gorgias, the customer service platform designed for ecommerce merchants, and built to provide amazing experience to shoppers at scale on Shopify, BigCommerce, and Magento. Our product empowers merchants to manage all their customer service in one place over email, live chat, voice, Facebook, Instagram, and SMS.

Everything we do is for our customers, and we’re currently serving over 12,000+ ecommerce 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 time.

We raised $25 million in our Series B round in December 2020 and $30 million in our Series C round in 2022. 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.

About the Revenue Ops Team

✍️ Revenue Ops provides data products, automations, and dashboards to the Sales & Partnerships team to improve the capacity and efficiency of the team. The team works closely with stakeholders such as sales managers and partnerships managers to identify opportunities/issues, and to capitalize on them by deploying data solutions. At the start of each quarter, the team meets with various stakeholders to define quarterly OKR projects. Then, during the quarter, we work in sprints to complete the OKR projects, while also receiving and triaging any new data requests from the Sales & Partnerships teams.

🚀 Day-to-day, the team uses several tools, all centered around Modern Data Stack infrastructure to implement OKR projects and provide automations, dashboards, and various data products to the team. We use DBT for data modeling, SQL to perform dashboarding, and Hightouch to perform data enrichment in our CRM, Hubspot. We use other tools like Python, Zapier, and Google Cloud Functions to perform automation scripting.

About the Role

In this role, you’ll be the second S&P Ops team member, responsible for developing process, data models, and automations using SQL, Python, and automation tooling. This will help provide data enrichment, key visualization, and critical workflow improvements to the entire Sales & Partnerships team. Each quarter, you will have strategy conversations with the various team managers within Sales and Partnerships, including the VP of Sales & Partnerships, and execute on the core objectives that you help to define.

What You’ll Do

  • Develop and implement strategies to solve business problems with data solutions, by collaborating closely with stakeholders in Sales & Partnerships as well as the Growth Operations team

  • Build various data products and automations using a combination of SQL, DBT, Hightouch, HubSpot, Zapier and Python

  • Build analysis and visualizations in our BI tool (Sisense/Periscope) to track various Sales & Partnerships KPIs

  • Own the Sales & Partnerships automated processes, from build to maintenance

  • Own the data activation for the Sales & Partnerships team, from creating specific data models in DBT to pushing them to destination tools with Hightouch, to finally using this data for downstream automations/actions

  • Report on key initiatives (successes, failures, and impact)

  • Document new data products and educate the Sales & Partnerships teams on what you’ve deployed for them

Who You Are

  • 2-5 years professional experience, with some startup experience

  • Previous experience working with data to build automations and analyses

  • Personable - able to build and maintain great relationships with key stakeholders and team-leads on the Sales & Partnerships teams

  • Process oriented - can identify inefficiencies in team workflows, and propose process, automations, or education to solve

  • Simplicity mindset - always thinking “how can we make this simpler?”

  • Experimentation mindset - you know how to answer the question “did this project work?”

  • Curious - you ask the question “why?” to stakeholders and fully understand the context of any issue/project before and during implementation

  • Comfortable prioritizing - understands what’s important when there are multiple tasks at hand, and can manage shifting priorities

  • Educator - Ability to translate technical information to non-technical stakeholders at the right level of technical detail, and without missing the point

Skills

  • Up for a challenge - in this job, there is a constant stream of new information → when you see something you don’t know, you use Google/ChatGPT to consistently figure it out

  • Understanding of the Modern Data Stack and how you can use tools like Segment, DBT, and Hightouch to perform ELT and data activation

  • Knowledge of HTTP and ability to work with REST APIs and webhooks

  • Knowledge of Hubspot CRM, with ability to use the Hubspot API

  • Database design - understands general best practices for designing tables and relationships in a relational database

  • DBT - ability to build and deploy models

  • SQL wizard - able to do complex, but robust queries (BigQuery experience is a nice to have)

  • Python - ability to write clean code, and able to use requests, pandas, and json processing (GCP cloud function experience is a nice to have)

  • Familiarity with git/GitHub - knows how to open and review a PR

Perks and Benefits

  • 🏖️ 4-week vacation (We follow each country's appropriate PTO laws)

  • 🤕 Paid sick leave

  • 🧸 Paid parental leave (16 weeks)

  • 💻 MacBook Pro

  • 🍽️ Personal credit card to buy lunches (you’ll have your own Gorgias credit card)

  • 🏥 We provide private health insurance and retirement pension

  • 💆🏻‍♀️ 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! (Here is the photo album from our last company retreat in Mexico in 2022, when we were a total of 200 people!)

This role is Hybrid reporting to our Toronto Office.

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 and good & clean data are core beliefs shared by all

🎥 Here is an interview with one of our team member’s experiences from our most recent company retreat to Cancun!

More cool things to know about Gorgias... 😁

Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.

Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact accommodation@gorgias.com

This job is no longer accepting applications

See open jobs at Gorgias.