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: - Quality: conversations that feel authentic and on-brand. - Experience: effortless shopping from chat to checkout. - Re-engagement: personal, 1-1 dialogue instead of noisy marketing. 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. About the Team 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. About the Role As Manager, Implementation, you lead one team of Implementation Managers and own the quality, speed, and outcomes of your team's book of implementation projects. You translate department strategy into clear team OKRs, coach IMs through complex launches, and drive cross-functional projects that improve how the whole CX org onboards customers. What You’ll Do - Lead and develop a team of Implementation Managers through regular 1:1s, coaching, and clear performance expectations - Set your team's OKRs and translate CX department strategy into actionable, measurable plans - Serve as the primary escalation point for complex onboarding challenges and at-risk customers - Lead implementation-related projects that have department-wide impact (e.g. tooling rollouts, process redesigns, new product onboarding playbooks) - Partner with Sales, Product, and CX peers to improve handoffs, readiness, and the overall customer experience - Own implementation velocity, enablement, and adoption metrics — and use data to continuously improve outcomes - Hire and onboard top-performing IMs, supporting their growth through the career ladder - Embed AI tools into your team's workflows as an AI Integration Champion, helping IMs work smarter and make better decisions. Who You Are - 5+ years in SaaS Customer Success, implementation, or professional services — e-commerce experience a plus - Proven people manager with experience driving performance against defined KPIs - Deep implementation fluency - you've done this work yourself and can step into a difficult onboarding to coach or course-correct in real time. - Strong project management instincts — you can hold multiple workstreams without losing the detail - Data-driven: comfortable with metrics, dashboards, and using insights to coach your team - Clear communicator who delegates without micromanaging and creates accountability without friction - Energized by coaching others, removing blockers, and building scalable processes - Comfortable operating in a fast-moving startup environment 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 & others) and an annual L&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 Applicant Privacy Policy. Diversity & 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 accommodation@gorgias.com.

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: - Quality: conversations that feel authentic and on-brand. - Experience: effortless shopping from chat to checkout. - Re-engagement: personal, 1-1 dialogue instead of noisy marketing. 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. About the Team 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. About the Role 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. What You’ll Do - 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. - Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals. - Drive the activation ratio and reduce time to activation through a white-glove experience, providing guidance and onboarding for Helpdesk and AI Agent products. - Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value-driven adoption to achieve key business results. - Act as the primary liaison between customers and internal teams, ensuring seamless communication and support throughout the onboarding process. - Document customer interactions and feedback meticulously, leveraging this data to continuously improve the onboarding and overall customer experience. - Analyze and interpret e-commerce customer data, providing valuable insights to optimize support strategies using the AI Agent product. - Drive project timelines through clear milestone setting with the customer, ensuring effective project management throughout the onboarding process. - Proactively identify and mitigate potential roadblocks to decrease time to value, assisting companies in launching quickly and effectively on Gorgias. Who You Are - 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! - 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. - Communication Skills: Excellent communication, interpersonal, follow-up, and attention to detail skills. - 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. - 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. - Relationship Building: Passionate about building and maintaining relationships, with a focus on driving engagement, product adoption and mitigating churn. - Passion for Learning: Demonstrated passion for continuous learning and personal growth. - AI & 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. Perks & Benefits 🏖️ 5-week vacation (We follow each country's appropriate PTO Laws) 🤕 Paid sick leave 🧸 Paid parental leave (16 weeks) 💻 MacBook Air 🍽️ 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 $700 USD to set up your workstation at home (working from home should feel breezy) 📚 Get up to $2000 USD 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 & others) and an annual L&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 Applicant Privacy Policy. Diversity & 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 accommodation@gorgias.com.

• Manage the entire onboarding process for your book of business, beginning to end - from sales handover through configuration, training, and activation. • 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. • Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals. • Drive the activation ratio and reduce time to activation through a white-glove experience, providing guidance and onboarding for Helpdesk and AI Agent products. • Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value-driven adoption to achieve key business results. • Act as the primary liaison between customers and internal teams, ensuring seamless communication and support throughout the onboarding process. • Document customer interactions and feedback meticulously, leveraging this data to continuously improve the onboarding and overall customer experience. • Analyze and interpret e-commerce customer data, providing valuable insights to optimize support strategies using the AI Agent product. • Drive project timelines through clear milestone setting with the customer, ensuring effective project management throughout the onboarding process. • Proactively identify and mitigate potential roadblocks to decrease time to value, assisting companies in launching quickly and effectively on Gorgias.

• Own the narrative and positioning of Gorgias’ Conversational Commerce platform • Educate merchants on investing in Conversational Commerce • Define clear, differentiated positioning and messaging • Partner with Product and Sales to launch new products • Drive adoption and expansion in mid-market and 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: - Quality: conversations that feel authentic and on-brand. - Experience: effortless shopping from chat to checkout. - Re-engagement: personal, 1-1 dialogue instead of noisy marketing. 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. Our product: The Conversational Commerce Platform for Shopify We’ve built the #1 helpdesk for Shopify, powering over 16,000 merchants worldwide. Now, we’re building the future of ecommerce: an AI agent that helps brands sell, support, and engage customers through conversations. Over 2,500 merchants already use our AI agent to automate support, improve service quality, and scale faster. Next, we’re expanding the AI agent to help shoppers find what they want, turning every chat into a shopping experience. This is the foundation of Conversational Commerce, where every customer interaction becomes personal, seamless, and revenue-driving. Historically, most of our customers were SMBs and mid-market merchants. But that’s changing fast: we’re now winning much larger merchants, including recent deals over $400K per year. See how brands like Timbuk2, Steve Madden, and MrBeast use Gorgias to power their growth here. Try our AI agent on Sol de Janeiro, and our Helpdesk back end here. Company stats - TAM: $5B - Helpdesk: $140M - Support agent: $860M - Shopping assistant: $4B - ARR: $89M (+25% YoY) - Funding: $101.5M total - Latest round was Mar 2024: $29M Series C-2 (SaaStr, Alven, Amplify, Horsley Bridge, Shopify, Sapphire, CRV, Transpose) - Team: 365 people Why we’re hiring a VP Marketing Successful ecommerce AI company seeks a fearless marketing leader to elevate our story and transform the industry. We've built an exceptional product. Now we want to tell its story with the same excellence. You'll deeply understand the product, how it works, how to set it up, and how it delivers value. This will put you in a unique position to educate merchants on why customers want to shop through conversations, and how they can make it happen with Gorgias. Our customers and team span the globe, so you'll need to be collaborative, curious, and empathetic. If you're ready to lead this transformation, this is your chance to own a defining success and make a career-defining impact. Your mission Own the narrative and positioning of Gorgias’ Conversational Commerce platform. Translate product innovation into market impact. Your mission: make Gorgias synonymous with AI-driven customer and sales conversations by defining the category, crafting the story, and driving adoption across all segments. - Product marketing - Define clear, differentiated positioning and messaging across the Gorgias product portfolio. - Educate merchants on why they should invest on Conversational Commerce now, and how to do it - Partner with Product and Sales to launch new products and capabilities. - Build our content engine to power enablement, storytelling, and thought leadership. - GTM acceleration - Distribute our product narrative through the 100+ events we organize each year, including our customer conference in LA. - Partner with Demand Gen and Sales to develop targeted plays for each segment. - Drive adoption and expansion in mid-market and enterprise. - Define metrics and frameworks to track awareness, consideration, and adoption across the funnel. Your team The role reports to Co-founder & CEO, Romain Lapeyre. Our Marketing Team: 17 people, 4 direct reports - Maxime Sutra (Director, Demand Generation) - Matilda Lee (Manager, Product Marketing) - Guillaume Aubert (Sr. Manager, Marketing Ops) Our Executive Team: - Co-founder & CEO, Romain Lapeyre - Chief Financial Officer, Kunal Agarwal - SVP Engineering, PA Masse - VP Product, Max Pruvost - VP Design, Bora Shehu - VP Sales, Josh Roth - VP People, Adeline Bodemer - VP Marketing, hiring! Why you should or shouldn’t join - You’re passionate about Conversational Commerce & you envision a world where you can shop by talking to brands online, instead of just always browsing. - You care deeply about product: in another life you could have been a Product Manager. - You’re both strategic and hands-on. That’s core to how we operate. - You’re an enthusiastic AI adopter. We believe AI is reshaping both commerce and the marketing profession. - You’re open to semi-frequent in-person travel to NYC. Context: Marketing at Gorgias Gorgias marketing has historically been demand-gen led, fuelling strong SMB growth. As we evolve toward Conversational Commerce, our biggest opportunity is to educate merchants on how AI can transform the way their customers shop, from transactional to conversational experiences. We're now looking for a marketing leader who can turn this vision into clear positioning, compelling narratives, and effective enablement for our fast-growing mid-market and enterprise segments. We've learned a lot from past marketing leadership experiences, and each contributed to our growth. Today, we have a sharper understanding of what long-term success requires. We're open to candidates who come from either a product marketing background or from a demand generation / growth background — what matters most is a deep understanding of the product they market, strong execution instincts, and the ability to bridge vision and execution across the full funnel. 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 & others) and an annual L&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 Applicant Privacy Policy. Diversity & 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 accommodation@gorgias.com.

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: - Quality: conversations that feel authentic and on-brand. - Experience: effortless shopping from chat to checkout. - Re-engagement: personal, 1-1 dialogue instead of noisy marketing. 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. Our product: The Conversational Commerce Platform for Shopify We’ve built the #1 helpdesk for Shopify, powering over 16,000 merchants worldwide. Now, we’re building the future of ecommerce: an AI agent that helps brands sell, support, and engage customers through conversations. Over 2,500 merchants already use our AI agent to automate support, improve service quality, and scale faster. Next, we’re expanding the AI agent to help shoppers find what they want, turning every chat into a shopping experience. This is the foundation of Conversational Commerce, where every customer interaction becomes personal, seamless, and revenue-driving. Historically, most of our customers were SMBs and mid-market merchants. But that’s changing fast: we’re now winning much larger merchants, including recent deals over $400K per year. See how brands like Timbuk2, Steve Madden, and MrBeast use Gorgias to power their growth here. Try our AI agent on Sol de Janeiro, and our Helpdesk back end here. Company stats - TAM: $5B - Helpdesk: $140M - Support agent: $860M - Shopping assistant: $4B - ARR: $89M (+25% YoY) - Funding: $101.5M total - Latest round was Mar 2024: $29M Series C-2 (SaaStr, Alven, Amplify, Horsley Bridge, Shopify, Sapphire, CRV, Transpose) - Team: 365 people Why we’re hiring a VP Marketing Successful ecommerce AI company seeks a fearless marketing leader to elevate our story and transform the industry. We've built an exceptional product. Now we want to tell its story with the same excellence. You'll deeply understand the product, how it works, how to set it up, and how it delivers value. This will put you in a unique position to educate merchants on why customers want to shop through conversations, and how they can make it happen with Gorgias. Our customers and team span the globe, so you'll need to be collaborative, curious, and empathetic. If you're ready to lead this transformation, this is your chance to own a defining success and make a career-defining impact. Your mission Own the narrative and positioning of Gorgias’ Conversational Commerce platform. Translate product innovation into market impact. Your mission: make Gorgias synonymous with AI-driven customer and sales conversations by defining the category, crafting the story, and driving adoption across all segments. - Product marketing - Define clear, differentiated positioning and messaging across the Gorgias product portfolio. - Educate merchants on why they should invest on Conversational Commerce now, and how to do it - Partner with Product and Sales to launch new products and capabilities. - Build our content engine to power enablement, storytelling, and thought leadership. - GTM acceleration - Distribute our product narrative through the 100+ events we organize each year, including our customer conference in LA. - Partner with Demand Gen and Sales to develop targeted plays for each segment. - Drive adoption and expansion in mid-market and enterprise. - Define metrics and frameworks to track awareness, consideration, and adoption across the funnel. Your team The role reports to Co-founder & CEO, Romain Lapeyre. Our Marketing Team: 17 people, 4 direct reports - Maxime Sutra (Director, Demand Generation) - Matilda Lee (Manager, Product Marketing) - Guillaume Aubert (Sr. Manager, Marketing Ops) Our Executive Team: - Co-founder & CEO, Romain Lapeyre - Chief Financial Officer, Kunal Agarwal - SVP Engineering, PA Masse - VP Product, Max Pruvost - VP Design, Bora Shehu - VP Sales, Josh Roth - VP People, Adeline Bodemer - VP Marketing, hiring! Why you should or shouldn’t join - You’re passionate about Conversational Commerce & you envision a world where you can shop by talking to brands online, instead of just always browsing. - You care deeply about product: in another life you could have been a Product Manager. - You’re both strategic and hands-on. That’s core to how we operate. - You’re an enthusiastic AI adopter. We believe AI is reshaping both commerce and the marketing profession. - You’re open to semi-frequent in-person travel to NYC. Context: Marketing at Gorgias Gorgias marketing has historically been demand-gen led, fuelling strong SMB growth. As we evolve toward Conversational Commerce, our biggest opportunity is to educate merchants on how AI can transform the way their customers shop, from transactional to conversational experiences. We're now looking for a marketing leader who can turn this vision into clear positioning, compelling narratives, and effective enablement for our fast-growing mid-market and enterprise segments. We've learned a lot from past marketing leadership experiences, and each contributed to our growth. Today, we have a sharper understanding of what long-term success requires. We're open to candidates who come from either a product marketing background or from a demand generation / growth background — what matters most is a deep understanding of the product they market, strong execution instincts, and the ability to bridge vision and execution across the full funnel. 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 & others) and an annual L&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 Applicant Privacy Policy. Diversity & 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 accommodation@gorgias.com.

• Own the narrative and positioning of Gorgias’ Conversational Commerce platform • Define clear, differentiated positioning and messaging across the Gorgias product portfolio • Build our content engine to power enablement, storytelling, and thought leadership • Partner with Product and Sales to launch new products and capabilities

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: - Quality: conversations that feel authentic and on-brand. - Experience: effortless shopping from chat to checkout. - Re-engagement: personal, 1-1 dialogue instead of noisy marketing. 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. Team & Context Gorgias is an AI-first company building products powered by LLMs and agent-based systems. As we scale our AI capabilities, we need to improve how we evaluate, iterate, and operate these systems in production. Today, parts of this process remain manual or fragmented, especially around prompt iteration, validation, and evaluation workflows. This role will focus on building and scaling the systems that support AI evaluation and iteration, helping the team move faster and more reliably. About the Role You’ll have a chance to: - 🤖 Work on production AI systems used by thousands of businesses - 🧠 Define how we evaluate and improve AI performance at scale - 🏗️ Build internal platforms and tooling used by AI and engineering teams - 📈 Reduce manual processes and improve iteration speed on AI features - 👥 Collaborate across AI, ML, and product teams - 🧑‍🏫 Raise the engineering bar and mentor others What You’ll Do - Design and build systems for evaluating AI performance (offline and online) - Develop workflows and tooling for prompt iteration and validation - Improve the reliability, scalability, and observability of AI systems in production - Work closely with ML Engineers and AI Engineers to integrate evaluation into development workflows - Collaborate with product teams to ship AI-powered features - Take ownership of systems end-to-end, from design to production and monitoring - Contribute to improving engineering practices around AI development and evaluation - Mentor engineers and help structure how the team approaches AI engineering Who You Are - 8+ years of experience in software engineering - Strong backend engineering background - Experience building and scaling production systems - Experience working with AI systems (LLMs, agents, or similar) You likely come from one of the following backgrounds: - Staff or senior software engineer who has moved into AI systems - Engineer working on applied AI products in production - Experience building internal platforms or developer tooling What You’ll Do 1. Architect the Evaluation "Factory" - End-to-End Platform Ownership: Architect and lead the development of our internal evaluation platform, moving the needle from manual testing to a fully automated lifecycle (from LLM-as-a-judge creation to production monitoring). - Accelerate Time-to-Market: Directly impact our primary KPI by designing tools and workflows that drastically reduce the time it takes to deliver a calibrated, production-ready agent. - Infrastructure Collaboration: Partner with the Orchestration team to build the robust, scalable infrastructure required to run complex evals and agentic simulations at scale. 2. Scaling AI Expertise - Squad Empowerment: Serve as the "AI Technical Lead" for product squads, guiding them through the complexities of agent design, failure analysis, and prompting best practices. - Decentralize Quality: Instead of being a bottleneck, you will build the "paved road" that allows product squads to become autonomous in measuring and maintaining their own agent quality. - Standard Setting: Define what "good" looks like for AI at [Company Name]. You’ll translate non-deterministic AI behavior into predictable engineering metrics that the whole organization can trust. 3. Engineering Leadership - Mentor & Level Up: Bridge the gap between traditional software engineering and AI. You’ll mentor engineers on how to apply rigorous system design to the world of LLMs and agents. - Continuous Observability: Take ownership of the feedback loop, ensuring that production insights from our agents directly inform the next iteration of our evaluation datasets. Who You Are - 8+ Years of Engineering Excellence: You are a Staff-level engineer first. You’ve built systems that handle high scale, and you know how to architect for long-term maintainability and performance. - Agentic Curiosity: You’ve moved beyond the "chatbot" phase and are actively experimenting with AI Agents. You understand that the challenge isn't the prompt, but the orchestration, state management, and reliability of the agent's actions. - Systems Thinker (Non-Deterministic Mindset): You recognize that AI is probabilistic. You are excited by the challenge of building deterministic "wrappers" and Evaluation loops around models to make them safe for production. - The "Applied" Edge: You likely come from a background in distributed systems, internal platforms, or developer tooling, and you're now applying that rigor to the AI stack. What We’re Looking For - Beyond the Wrapper: You have serious experience moving beyond simple API calls to architecting multi-stage AI orchestrations (agents, chained workflows, or custom runtime logic). - Orchestration Experience: Even if you aren't an AI researcher, you have experience building complex, multi-step workflows (e.g., temporal systems, state machines, or event-driven architectures) and want to apply this to Agentic loops. - Reliability Obsession: You understand why "vibes-based" testing doesn't work. You’ve started exploring or building Eval frameworks to measure how models perform against real-world data. - Infrastructure Mindset: You are comfortable with the "glue" that makes AI work: vector databases, semantic caching, and API integration with third-party tools. Tech Stack & Experience - Strong backend experience (Python preferred) - Experience with distributed systems and event-driven architectures - Familiarity with tools like Kafka, Pub/Sub, or equivalent - Experience working with LLMs (prompting, RAG, agents, evaluation workflows) - Experience building APIs and scalable services - Understanding of monitoring, observability, and system performance Hiring Process - Recruiter phone screen - HM Interview - System Design Interview - AI Case Study (take-home, ~1–2 hours) - Technical Deep Dive of case study - Final Leadership Interview Perks and Benefits - 💰Competitive salary & equity (90th percentile worldwide, go check our public salary calculator) - 🏖️ 5-week vacation plus 2 weeks RTT (We follow each country's appropriate PTO Laws) - 🤕 Paid sick leave - 🧸 Paid parental leave (16 weeks) - 💻 MacBook Pro - 🍽️ Personal credit card to buy lunches (we use Swile) - 🏥 We provide private health insurance (we use GAN) - 💆🏻‍♀️ Get up to €700 to set up your workstation at home (working from home should feel breezy) - 📚 Get up to €2000 of learning material and wellness support per year! This includes €1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a €500 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness. - 🥰 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 & others) and an annual L&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 Applicant Privacy Policy. Diversity & 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 accommodation@gorgias.com.

• Manage the full sales cycle from inbound discovery to demo to close • Manage select cross-sell and expansion opportunities • Sell Gorgias’ core product offerings to e-commerce brands across APAC • Own a quota, and optimize your process to exceed it • Partner with Marketing and Partnerships teams to qualify and convert inbound leads • Collaborate cross-functionally to ensure a smooth customer transition post-sale