Cette offre est lié au département Productivity
Gorgias helps e-commerce companies deliver excellent customer service at scale(e)We integrate email, live chat, voice, Facebook, Instagram, and SMS with Shopify,BigCommerce, and Magento.
Our product creates a unified customer profile by combining emails, live-chat, and social-media messages with e-commerce data such as purchase and delivery info(e)Combining all this data in a single application makes customer service more efficient and just better(e)Another fortunate side-effect is that some requests are completely automated using machine learning(e)💬 + 📦 = ❤️
We've been around since 2015, and we're serving over 9500+ e-commerce businesses, including Steve Madden, Timbuk2, Decathlon, and Sports Illustrated.
Our revenue grew by 80% in 2021 after we raised $25 million Series B in December 2020(e)We doubled our global team and we accelerated our progress towards our mission to transform support from painful to exceptional for merchants(e)🥳
About the Automations tribe:
The squad's vision is that automation helps merchants optimize for shopper value in the customer service experience by:
1️⃣ Eliminating humans from low-value interactions and
2️⃣ Facilitating high-value conversations that make shoppers feel like they are merchants’ top priority
The tribe is composed of 4 squads:
Productivity: improve agents’ efficiency in the helpdesk
Self-service: help shoppers get immediate answers across all channels
Chat: connect shoppers to our helpdesk
Help Center: gather knowledge for each merchant
All of them are working towards the same goals, improving resolution time and providing a better shopper experience.
Each squad has five engineers, 1 product manager, and one designer; they share with another squad an Engineering Manager(e)There is one engineering director and one product director for the whole tribe(e)
Technologies we use:
All the shopper-facing projects use Typescript, Node and React.
For agent-facing projects, we use Python in the backend and React (Typescript) in the front.
We also use ad-hoc technologies such as Kubernetes, Algolia, NextJs, CDN caching, Pub/Sub, WebSockets…
Each squad has its specific challenges:
Chat: used by millions of users throughout the day, it needs to be super performant, light and fast.
Help Center: merchants can create a Help Center in less than 10 seconds(e)We need to serve them to the world in a performant and economical fashion.
Self-service: needs to integrate with other Gorgias’ and third-party services to provide shoppers with immediate answers.
Productivity: perform automated actions for our thousands of concurrent helpdesk users and millions of tickets received daily.
The position is open to full-time remote in EU timezone(e)
What You'll Do
- With the Product Managers, define the strategy to improve our Automation goal
- Make sure your team’s output is up to the highest technical standards
- Help your team members progress in their career
- You'll roughly spend your time 50% on people management and 50% on tech, reviewing architecture/systems designs, collaborating with other teams and help the team to spec them accordingly.
- You're expected to progressively take over two teams (Productivity and Self-Serve) of up to 6 engineers and help to hire more
Who You Are
- 2+ years of experience managing a team of engineers working on high-traffic web apps with a dynamic language such as Python or JS.
- 4+ years of experience as an individual contributor in a professional environment.
- You have the drive and focus to get challenging projects over the finish line, and you are comfortable advocating for what you need to do your best work.
- You are comfortable communicating with other technical teams and management to collect requirements, describe software product features, demo work in progress and provide project updates.
- You care about working on applications that are putting the customer needs first.
- You are passionate about learning and want to help us learn too.
- You thrive in a fast-paced environment.
- You have developer experience in ML or worked on ML/AI projects.
Nice to Have
Company Perks and Benefits
- 💰Competitive salary & equity (90th percentile of the market worldwide)
- 🏖 5 weeks of vacation
- 🍼Paid parental leave
- 💻Latest MacBook Pro or equivalent
- 🩺Complimentary private health insurance (we use Alan)
- 🚊50% of public transportation reimbursed (Vélib, Navigo, etc.)
- 🍴Personal credit card to buy lunches during the week (we use Swile)
- 💆Get up to $700 to set up your workstation at home (working from home should feel breezy)
- 📚Get up to $2000 of learning material (includes books, courses, training sessions, etc.)
- 😍 Every quarter we organize a company-wide summit to discuss where we're going and strengthen the social bonds (once traveling is safe, we'll transform these summits into offsites!)
Engineering Team Culture
Getting Stuff Done, Ownership, Team Work, Excellence, and Agility.
You should join us if you want to ship stuff fast without scarifying quality(e)We've put great importance on testing our code, cleaning it, treating errors first, and features later.
We also value growth and ownership(e)People make mistakes(e)We learn from them to avoid them in the future(e)We cannot achieve excellence if there are no bumps in the road.
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, good & clean data are core beliefs shared by all
More cool things to know about Gorgias..(e)😁
• Raised our Series A for $14M in November 2019: techcrunch.com/2019/11/26/gorgias-series-a
• Raised our Series B for $25M in December 2020: https://techcrunch.com/2020/12/10/gorgias-series-b/
• We went from 0 to 8000 merchants using our platform every day from 2016 to 2021
• We have a 4.8 rating on Glassdoor
• What our customers are saying: apps.shopify.com/helpdesk#reviews
• Our software stack: stackshare.io/gorgias
• Other positions: jobs.lever.co/gorgias
Discover Gorgias Platform here: https://www.youtube.com/watch?v=4sLFpe-xbhk
Learn about our compensation policy here: https://www.gorgias.com/blog/international-saas-salary-calculator
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.