Key skills
AISaaSCollaboration
About this role
Gorgias is a company focused on transforming ecommerce through conversational commerce, aiming to create a unified AI agent for customer interactions. The role involves owning the Helpdesk 2.0 roadmap, partnering with engineering and design to modernize helpdesk capabilities, and enhancing agent experience and platform reliability.
Responsibilities:
- Own and drive major parts of the Helpdesk 2.0 roadmap, with a focus on agent experience, platform reliability, and enterprise-grade workflows
- Partner with Engineering and Design to modernize and ship core helpdesk capabilities: routing, rules, real-time systems, views, and availability
- Build scalable features that unlock larger enterprise deals, reduce churn, and support complex team structures
- Close product gaps by making capabilities coherent, reusable, and consistent across the platform
- Improve performance and reliability by identifying and resolving technical debt that affects agent trust and user satisfaction
- Design seamless AI–human collaboration workflows, enabling smart, lossless handovers
- Leverage qualitative insights (merchant interviews, NPS feedback, support tickets) and quantitative data to prioritize usability improvements
- Own the full product lifecycle, from discovery and problem framing to delivery, rollout, and continuous iteration with success measured by NPS and retention
Requirements:
- Customer-obsessed and motivated by real-world impact, you care deeply about improving everyday workflows
- Experienced in owning complex, system-heavy product areas, with a track record of long-term evolution and platform thinking
- Fluent in technical collaboration, able to work closely with engineers on architecture, performance, and real-time behavior
- Structured, organized, and effective at managing ambiguity, prioritization, and stakeholder alignment
- Insight-driven, you combine metrics with qualitative feedback to guide your decisions
- Excited about how AI is transforming support and curious about how humans and AI will work together
- Comfortable balancing short-term wins with investing in long-term foundations
- experience with helpdesk platforms, workflow tools, enterprise SaaS, or operational team tooling