Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

About the Team

The Support team is part of the wider Customer Experience team, and is the backbone of the company; as we make software used by support, we also need to provide top-notch support. We are helping customers via chat, email, and the occasional video call, and are also available to support other departments in the company.

Aside from doing support work, we are also our own product’s first and biggest customer! As such, we get to test all the cool new features we develop, give insights and suggestions, and get to shape how our software works.

About the Role

The Application Associate is the core of support. You are the first line of contact for most of our customers, and your main task is to guide customers in the setup of their accounts, explain the various features and products we offer, and troubleshoot any issues that may arise. Aside from working only with customers, you are also able to act as a product expert and can support colleagues from other departments. The ideal candidate for this role is resilient, empathetic, loves testing new things, and never stops learning.

What You’ll Do

• Help our clients with questions on how to use our product, offer alternative solutions, and troubleshoot current scenarios provided by the client. Ensure that they receive the best experience possible!

• Understand customer goals and their desired outcome from using the product through continuous data and feedback analysis.

• Create and maintain product-related documentation, internal and external. Help our clients help themselves!

Who You Are

• We are looking for at least 2 years of previous experience in B2B customer support, preferably for a tech/software product.

• You are fluent in both oral and written English. Fluency in other languages is a plus!

• You are a fast learner who will use the product quickly and manage several support tickets on different channels (email, chat) at the same time.

• You are comfortable with occasional video calls with customers to troubleshoot and help them get set up faster.

• E-commerce knowledge is a big big plus (Shopify, BigCommerce, Magento, etc.)

• You have a strong desire to provide exceptional support to clients! We sell support software, so it makes sense to be the best at it as well!

• Working with APIs or in the SaaS industry is a plus. Even better if you have previous experience troubleshooting APIs.

• We would love it if you have working Zapier knowledge.

• You are comfortable in a startup environment and have a passion for technology.

• Working hours: Monday- Friday 8 AM - 5 PM EST, with two days of mandatory office work.

Perks and Benefits

• 🏖️ 5-week vacation

• 🤕 Paid sick leave (15 days)

• 🌏 6 weeks full-remote/year

• 🧸 Paid parental leave (16 Weeks)

• 🍽️ $300/month for lunch expenses (you'll have your own Gorgias credit card)

• 🏥 Included in your offer’s calculation, there’s a 5% bonus for healthcare to compensate for Private Health costs

• 💆🏻‍♀️ Get $700 to set up your workstation at home (working from home should feel breezy)

• 📚 Get $2000 of learning material and wellness support per year! Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

• 🥰 Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!

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

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.

Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact accommodation@gorgias.com