Cette offre est lié au département Product
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 7000+ e-commerce businesses, including Steve Madden, Timbuk2, Decathlon, and Sports Illustrated.
Our growth exceeded 200% in 2020, so we raised $25 million Series B in December 2020 to double our global team and to accelerate our progress towards our mission to transform support from painful to exceptional for merchants(e)?
A few words about the Product team at Gorgias
? Gorgias is a very fast-paced and high-growth company, and our team reflects that: we need to be agile, concise & precise executioners(e)Between each other, we value candor & honesty(e)We love sharing & receiving feedback.
? We are looking for a mid-level Product Manager (not Junior level) in our Paris office(e)Is working with a real-world application that touches the lives of millions, your thing? Then yeah, Gorgias is for you(e)Your scope includes the main ticketing experience, managing the customer database and all reporting & statistics capabilities.
✍️ At Gorgias, Product teams are work cross-functionally and Product Managers are full-stack responsible for the entire lifecycle of product development from discovery to delivery(e)We are still building the product culture at Gorgias but 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.
? Example of ongoing projects includes:
- Creating new automation products including a bot & self-service features (think Amazon)
- Building an app store and marketplace for Gorgias partners
- Improvements to our statistics and reporting capabilities
What You'll Do
- Drive product usage (per feature), which will drive ARR growth, and optimize for the success of our customers using specific metrics (first response time, resolution time, etc.)
- Prioritize features based on revenue opportunity and user feedback: (1) Understand what people want based on quantitative & qualitative feedback(e)Constantly interact with our customers via interviews, email, social media & internal teams(e)(2) Come up with creative ideas to solve our customers' problems and provide value(e)Figure out what's inefficient for them using data & market research.
- Build product feature scope, specifications & associated mock-ups supported by thorough research (usage dashboard, data analysis, market & industry benchmark, etc.)
- Work closely with other teams such as Engineering on implementation & with Success / Marketing on launches
- Define metrics to measure product feature success, track & monitor features when released
Who You Are
- You have a Bachelors Degree in a relevant field, or equivalent past work experience
- You are comfortable working in a fast-paced environment with clear measurable OKRs
- You're obsessed with delivering value to customers and base your decisions on facts & data
- You have a solid analytical skillset using BI tools, SQL or related coding language
- You've had significant & quantifiable impacts on past products you've worked on
- You like to work with all teams, from engineers to success
- You have 4-6 years of product management experience
- You value simplicity, iteration, and moving fast
- SaaS and/or start-up experience (nice to have)
- Ecommerce industry experience (nice to have)
- You are fluent in English (mandatory)
Perks and Benefits
- ?️ 5-week vacation
- ? 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 (includes books**,** courses, training sessions that can be 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!)
Interview Process
- Initial Phone Screen, 30 min - Meet your recruiter for an introductory call in which you get to know more about Gorgias and the position and we get to learn more about you.
- Hiring Manager Interview, 45 min - Meet your manager, Thomas(e)You will discuss more in-depth your work experience and how can your knowledge be an added value to the team.
- Case Study Submission, 5 hours - Prepare your case study at home with a technical assessment & specific contextualized questions(e)The details of the case study will be communicated by email with specific instructions.
- Case Study Review, 45 min - Meet Thomas, Audrey, and Martin for a live review of the case study(e)Together you will review the case study point by point, brainstorm, and/or elaborate on key elements.
- Engineering Manager Interview, 30 min - Meet Martin for a short 30-min interview as he will be your partner in crime on the engineering side(e)You will cover questions about the product/engineering collaboration.
- Founder Call, 30 min - Meet Romain, CEO, or Alex, CTO, one of Gorgias' co-founders(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 7000 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
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.