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Senior Product Manager, Apps



Paris, France
Posted on Wednesday, January 31, 2024

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 Product team at Gorgias

✍️ At Gorgias, Product & Design teams work cross-functionally with GTM functions, think “whole product”; Product Designers are full-stack, conduct their own research and own outcomes. They are therefore responsible for the entire lifecycle of solution building from discovery, ideation, solutioning, prototyping, validation, adoption and measuring impact.

Using an agile at scale model (Tribe x Squads), across all our we have a solid & diverse product culture and our roadmap is always focused on delivering the most customer value by prioritizing features according to (1) 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 solve energizing product challenges of ecommerce!

📢 Great customer service is the new normal. Shoppers are more discerning than ever and demand hyper-responsive engagement and hyper-personalized service. And all this with an empathetic human touch available across all web, mobile, and social channels. We are shaping the future of the online shopping experience.

🚀 Brands want to focus on their products, and very few have the time, scale, and know-how to compete on customer service. It is a complex craft where cutting-edge technologies empower large teams of humans to operate at peak efficiency. Gorgias is among the most intense workflow products in the world, where we need to solve the most complex UX challenges.

🤖 Gorgias has over 100 apps in our ecosystem that allow merchants to connect all their tools into one single solution that is uniquely theirs. Our role is to maximize the value they get by connecting all these technologies into a single human-centric system that is easy to use and easy to scale.

About the role

At Gorgias, we're seeking a Senior Product Manager to spearhead the Apps Squad, a team dedicated to delivering an "easy to use and easy to scale" experience through our robust ecosystem of social, messaging, email, and e-commerce applications. These applications are vital in enabling e-commerce merchants to offer an exceptional customer journey.

As the leader of the Apps Squad, your role will encompass the development and maintenance of integrations between Gorgias and external services while also empowering others to create apps within our platform. Our apps serve as a crucial link, connecting Gorgias to a broader ecosystem, facilitating support ticket creation and resolution, customer data ingestion, and executing actions on external platforms. You will be instrumental in enhancing both types of our core apps:

  1. Channels Apps: Enable seamless communication via third-party channels like Gmail, Facebook Messenger, and Aircall, allowing users to send and receive messages efficiently.

  2. Ecommerce Apps: Empower agents to access and manage shopper data such as orders, subscriptions, and reviews directly within our helpdesk.

We are looking for someone who is curious, passionate, and entrepreneurial with a high technical acumen. Your responsibility will drive the expansion and refinement of our app integrations and their interfaces, ensuring a seamless interaction with our users. This role is ideal for a Product Manager eager to make a significant impact on how e-commerce interactions are managed through innovative app solutions.

What You'll Do

  • Collaborate with an Engineer Manager, Product Designer and Engineers to set & reach your squad goals that is aligned withe company’s strategic direction

  • Design central generic data models that would rule all the Ecommerce platforms Gorgias currently supports (Shopify, Magento, BigCommerce, WooCoommerce, Recharge…) by offering a structured model for the main objects (customers, orders, transactions, tickets…) thus enabling automation, analytics, and actions to scale on all platforms at once.

  • Interact with other teams to understand their modeling and messaging requirements needs. These models should be made accessible through data pipelines and APIs.

  • Build and iterate on the Apps Squad yearly product strategy, quarterly roadmap, prioritizing items and executing to achieve our OKRs while working cross-functionally and managing complex, technical, and non-technical stakeholder relationships.

  • Collaborate with inspiring data science and software engineering teams, designers, developers, product marketers, and customers in an agile environment to ensure product features and processes align with the highest quality standards.

  • Understand what people want based on quantitative & qualitative feedback. Constantly interact with our customers via interviews, email, social media & internal teams.

Who You Are

  • Strong career progression in Product Management (4+ years)

  • A strategic approach to product management, owning product roadmaps and vision

  • Solid analytical skillset using BI tools, SQL, or related language.

  • Experienced in leading large-scale projects for a SaaS product with measurable impact

  • Experience working in an Agile/Scrum environment

  • Deep sense of empathy and collaboration with diverse backgrounds

  • Curiosity-driven, proposing innovative solutions

  • Values honest feedback, continuous improvement, and proactive communication

  • Team player with clear and effective communication

  • Data-driven, holistic thinker with a growth mindset

Bonus: Helpdesk, customer communications, or ecommerce platform experience.

Perks & Benefits

  • 🏖️ 5-week vacation + 2 weeks of RTT (We Follow each country's appropriate PTO Laws)

  • 🤕 Paid sick leave

  • 🧸 Paid parental leave (16 weeks)

  • 💻 Latest 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)

  • 🥰 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!)

The role requires a 2-day/week presence in the Paris 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