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Junior Application Associate



Belgrade, Serbia
Posted on Monday, February 12, 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 Team

The Support team is part of the wider Customer Experience team, and is the backbone of the company; as we make software used by support, we also need to provide top-notch support. We are helping customers via chat, email, and the occasional video call, and are also available to support other departments in the company.

Aside from doing support work, we are also our own product’s first and biggest customer! As such, we get to test all the cool new features we develop, give insights and suggestions, and get to shape how our software works.

About the Role

The Application Associate is the core of support. You are the first line of contact for most of our customers, and your main task is to guide customers in the setup of their accounts, explain the various features and products we offer, and troubleshoot any issues that may arise. Aside from working only with customers, you are also able to act as a product expert and can support colleagues from other departments. The ideal candidate for this role is resilient, empathetic, loves testing new things, and never stops learning.

What You’ll Do

  • Help our clients with questions on how to use our product, offer alternative solutions, and troubleshoot current scenarios provided by the client. Ensure that they receive the best experience possible!

  • Understand customer goals and their desired outcome from using the product through continuous data and feedback analysis.

  • Create and maintain product-related documentation, internal and external. Help our clients help themselves!

Who You Are

  • We are looking for at least 2 years of previous experience in B2B customer support, preferably for a tech/software product.

  • You are fluent in both oral and written English. Fluency in other languages is a plus!

  • You are a fast learner who will use the product quickly and manage several support tickets on different channels (email, chat) at the same time.

  • You are comfortable with occasional video calls with customers to troubleshoot and help them get set up faster.

  • E-commerce knowledge is a big big plus (Shopify, BigCommerce, Magento, etc.)

  • You have a strong desire to provide exceptional support to clients! We sell support software, so it makes sense to be the best at it as well!

  • Working with APIs or in the SaaS industry is a plus. Even better if you have previous experience troubleshooting APIs.

  • We would love it if you have working Zapier knowledge.

  • You are comfortable in a startup environment and have a passion for technology.

  • Working hours: 8 AM - 4 PM CET Saturday and Sunday, and 10 AM - 6 PM CET Monday-Wednesday, with one day of mandatory office work.

Perks and Benefits

  • 🏖️ 5-week vacation (We follow each country's appropriate PTO Laws)

  • 🤕 Paid sick leave

  • 🧸 Paid parental leave

  • 💻 MacBook Pro

  • 🍽️ Personal credit card to buy lunches (Brex card)

  • 🏥 We provide private health insurance

  • 💆🏻‍♀️ 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, 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!

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