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 9000+ 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 Productivity team:
The team's primary function is to improve the productivity of Support Agents through Gorgias and, in turn, to help merchants improve the quality of the customer support process(e)We do this through three main means:
First, we enable merchants to automate responses and actions for common support requests, through a rules system(e)This eliminates all the trivial work and helps Support Agents to focus where their time is really important(e)And in those areas the Productivity team provides efficiency tools as well
Second, Agent Efficiency features: auto-tagging and route tickets, template responses and phrase prediction
Third, improve adoption of the Productivity features, by identifying automation opportunities for the merchant.
There are currently 2 machine learning engineers in the team, two full-stack engineers, 1 senior full-stack engineer, and the engineering manager(e)We plan to be 8-10 by the end of 2022
What ongoing projects is the team working on?
Complex rules - this is a UI-intensive feature where merchants can create complex trigger-action rules(e)One can also debug and dry run rules
Smart Auto Responses - these are additional capabilities of the rules system and are blocked by a paywall
Macros - these are canned responses for replying to frequent customer queries(e)A merchant can create their own macros and can attach automated actions to them.
Phrase prediction - when agents reply manually to end-users, they are assisted by a specialized phrase prediction solution
Intent and sentiment detection system - an ML service(e)The output can be used by merchants through rules
Macro recommendation system - a ML service that recommends macros to Support Agents based on their past behaviour
Rule and Macro generation system - a system that identifies opportunities for a merchant to increase productivity
What You'll Do
- The frontend is written in React with the state managed by Redux(e)The backend code is written in Python3 and runs using Flask (REST API) and Celery for all background work(e)The state is stored in PostgreSQL. We use RabbitMQ with Redis for ephemeral storage, and finally, everything runs on Kubernetes.
- Most of the time, you will work on improving existing or developing new product features in the Productivity Squad space, as per the project specifications provided by a Product Manager(e)You will collaborate with other engineers, sometimes from other teams, in order to take the right technical decisions(e)You will insist on high standards and will instrument code with logging and unit tests, and will configure monitors and alarms for the important production functionalities.
- All team members will do one-week pager-duty and support rotations(e)While on support/pager-duty, you are responsible to intervene on any service incident or customer support issue that is related to our ownership area
- You will help clarify the scope of work on a quarterly basis(e)You will analyze new product requirements and help clarify(e)You will provide technical consultation and brainstorm alternative ideas(e)You will break down project requirements into actual tasks and estimate effort
- On a quarterly basis, you will provide and receive feedback to and from your teammates, in order to contribute to team and company growth.
Who You Are
- 3+ years of combined experience developing production-grade backend web applications using Python and doing front-end development.
- You are passionate about learning and want to help us learn too.
- You care about working on applications that are putting the customer's needs first.
- 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 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 a natural leader and enjoy taking initiative.
- You thrive in a fast-paced environment.
- you worked on a Product centered company in the past, and not just project-based.
Nice to have:
Perks and Benefits
- 💰Salary range between €65K - €80K plus equity (all based on experience, interview, and location)
- 🏖️ 5-week vacation + 2 weeks of RTT
- 🤕 Paid sick leave
- 🧸 Paid parental leave (12 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, training sessions that are easily identified and linked with your job scope)
- 🥰 Every quarter, we organize a company-wide summit to discuss where we’re going and strengthen the social bonds (once the health situation allows it, we’ll transform these summits into offsites! Here is the photo album from our last company retreat in 2021, when we were a total of 129 people!)
The position's Interviewing Process
- Meet your recruiter(e)This person will answer initial questions and help you go through the hiring process.
- 75 minutes offline HackerRank test(e)It's the perfect time to show off what you know(e)Recap on your computer science algorithm solving skills.
- 2 hour Live coding challenge and Hiring manager interview(e)You will meet some of your future team mates and will solve some live coding challenges in a shared screen session(e)Next, your will get to know your hiring manager, ask about the team, Gorgias and share some of your past work experience.
- 1 hour additional technical interview related to development practices and system design.
- 30 minutes with Alex Plugaru, the CTO, and co-founder of Gorgias(e)This is a good time to ask difficult questions and see if we are a good match for you!
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.