Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands.

Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.

TL;DR: Ecommerce merchants spend $2b per year on their support team. Gorgias is building a Conversational AI that drives sales and automates CX for merchants. We’re currently at $70m in ARR and the goal is to get to $200m by 2027. What's in it for you? Take a company to IPO while being a member of the exec team with a dual challenge, positioning Gorgias as the leader of Conversational AI, and as a platform for Enterprise.

We’re building a conversational AI that drives sales and automates CX for merchants

We are uniquely positioned to lead the development of Conversational AI. As a customer service company operating in the transactional space of ecommerce, our goal is to build an AI that not only automates support but also drives sales and streamlines internal tasks for merchants.

Today, we empower merchants to succeed and grow by offering a conversational AI that automates CX requests and boosts sales across all channels. We’ve built the #1 helpdesk for Shopify, with an AI that automates customer experience (CX). Over 15,000 brands, including Timbuk2, Steve Madden, and Mr. Beast, rely on us daily. Read customer stories here.

We believe in empowering entrepreneurs to push commerce forward. By supporting commerce, we’re contributing to an industry that employs the most people globally and sustains millions of jobs.

Our mission is to serve all merchants—whether online or in the physical world, and across every geography. For now, we’re focusing on ecommerce merchants on Shopify, particularly those generating between $1M and $1B in Gross Merchandise Value. We bring all customer conversations into one place, leveraging their unique data to automate tier-1 support and free up teams to focus on driving revenue and building customer loyalty.

Customer experience is at the heart of everything we do. Today, this means focusing primarily on support, but we are also expanding our efforts to include product discovery and sales.

For our engineering team, success means empowering merchants to deliver exceptional customer experiences through a stable, fast platform that leverages AI to automate conversations, reduce support costs, and drive revenue for brands. We’re seeking an SVP of Engineering to lead this function—someone passionate about building innovative products, customer-obsessed, skilled at solving technical challenges, and eager to own business outcomes as we evolve into a multi-product company.

Our product: #1 helpdesk for Shopify. We built conversational AI in 2024 automating 20% of support. In 2025, we’re building a conversational AI that drives sales and automates CX for merchants (+$23m nnARR)

TAM: $4b-Helpdesk: $140m-Automate: $860m-AI Shopping assistant: $4b

ARR: $70m-ARR YoY Growth: 33%

Funding: $101m-March 2024: $29 million in Series C-2 funding from existing investors (SaaStr and Alven), with participation from Amplify, Horsley Bridge, Shopify, Sapphire, CRV and Transpose.-August 2022: $30m in Series C-1 from Shopify and Transpose-December 2020: $25m in Series B from Sapphire, Alven, CRV, Greycroft, FJ labs-November 2019: $14m in Series A from Amplify, Alven, CRV, SaaStr

What’s the opportunity for you?

Take up a 2-fold challenge, directly working with the CEO:

• Crafting a multi-product positioning in a rapidly evolving space: building on a strong Support Suite motion as #1 helpdesk on Shopify, we’re launching a new Marketing Suite with an AI Agent that knows how to sell and increases the GMV for their merchants.

• Going upmarket. Requires rolling out a new positioning while keeping the lights on our existing core market (SMB & Commercial)

• We’re backed by top minds in the industry (e.g. Jason Lemkin, Shopify Executives, etc.), and in a space that’s open to disruption: customer support is one of the first real world AI application and the industry is rapidly changing towards being highly automated.

Your mission: leader Gorgias’ global marketing organization

• Position Gorgias as the leading AI platform for CX automation and support

  • Effectively position Gorgias among C-Suite buyers and executives across marketing, CX, and e-commerce functions; upleveling messaging and positioning to cater to 2 personas

  • Work closely with product to connect product-roadmap with GTM strategy and the customer journey.

• Position Gorgias as a platform for the Enterprise

  • Capture enterprise opportunity: drive awareness of Gorgias among largest merchants in the world; capture new revenue and expansion opportunities.

  • Drive enterprise growth: target higher value accounts using ABM list and increasing ACV through the AI & automation story.

  • Uplevel messaging to position Gorgias as enterprise-ready for major retail brands, without alienating the core base of merchants (SMB users).

• Recruit & lead a best-in-class marketing organization

  • Provide clear strategic and tactical direction to ensure high-quality marketing programs and outputs.

  • Create a data-driven and accountable culture of excellence, collaborating with the exec team, sales, success and product to build best in class enterprise revenue engine.

  • In tandem with CRO, establish aligned metrics and KPIs to measure success of go-to-market efforts.

Your role: CMO Scope, all marketing functions, 27 people

The role reports to Co-founder & CEO, Romain Lapeyre.

Team: 27 people, 3 direct reports

• Maxime Sutra (Director of Demand Generation)

• Diana Khramina (Senior manager of Product Marketing)

• Chris de Jong (Director of Integrated Marketing)

What are we looking for? Your profile

Experience

• Proven experience building and scaling a $75M+ business

• Operating experience in a high-growth startup

• Experience orchestrating marketing for both bottoms-up and sales-led GTM strategy

• Background in B2B SaaS, ideally in a multi-product environment

Characteristics

• Adaptable and innovative, with a willingness to experiment

• Strong communicator able to be the voice of marketing on the ELT

• Data-driven and highly analytical approach

• Strong people leader able to attract, build and lead a high-performing team

• Hands on builder with / and tactical mindset

• Executes with speed and agility

You believe in our principles

• Maximize stakeholder value

• Empower other teams to make the right decisions

We want to reach IPO scale in 3 yrs

Opportunity: commerce accounts for ˜20% of the global GDP and SaaS for commerce is growing 20% YoY. We’ll get to $1b ARR by becoming the CRM for commerce.

• Salesforce makes $30b ARR being the CRM for all businesses. We think we can get to $1b ARR (and beyond) being the CRM for Commerce. They have a suite of tools, the largest one being support. We’re going to build the ecom suite.

  Source

• The ecommerce SaaS TAM is growing 20% YoY

  https://investors.bigcommerce.com/static-files/d620947e-8d23-4a88-a6a9-60bcb2ec608c

The future is Conversational AI for Enterprise: we’ll get to $200m ARR by 2027 by going upmarket and stepping into Marketing

We’ll do this in 3 steps:

• Automate CX for Enterprise

• Building Conversational AI to sell

• Sell the whole Conversational AI to Enterprise

Shopify is only ˜1/3 of the overall ecommerce TAM. And the market is growing 20% YoY (2x every 4 years)

We’ll get to $70m ARR this year by automating 30% of support for merchantsCompensation 330k total cash + 0.61-0.73% equity (based on profile)LocationThis position is based in San Francisco, New York City or Toronto.We come to the office on Wed+Thu.

More cool things to know about Gorgias... 😁

• Raised our Series C-2 for $29M in May 2024: Article Here ⬅️

• We went from 0 to 15,000+ merchants using our platform since 2016

• We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score

• What our customers are saying: apps.shopify.com/helpdesk#reviews

• Other positions: gorgias.com/about-us/jobs

• Discover the Gorgias Platform

• Learn about our Compensation Policy

Diversity, Equity, and Inclusion at Gorgias

At Gorgias, we’re dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.

We also recognize that individuals from diverse backgrounds—especially women and underrepresented groups—may hesitate to apply if they don’t meet every requirement. If this role excites you and you’re eager to grow, we strongly encourage you to apply, even if you don’t check every box. You might bring something unique and valuable that we didn’t even know we needed.

If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at accommodation@gorgias.com. Let’s grow together!

Compensation Range: $330K