Director of Professional Services

Meet Gorgias, the leading customer experience platform tailored for ecommerce, empowering over 14,000 brands, including Steve Madden and Glossier, to offer exceptional support across channels like email, chat, voice, and social media.

Our one-of-a-kind product transforms how brands interact with their customers through unified customer conversations, AI automations that resolve up to 60% of support requests, and revenue-generating on-site campaigns.

As a leader in the CX space, Gorgias is committed to transforming customer experiences while fostering a sustainable and equitable workplace as a certified B Corporation.

Join us in our mission to deliver effortless support at every stage of growth.

About the Team

The Professional Services is responsible for driving a world-class experience for our merchants as they onboard onto the Gorgias product. Specifically, the team's main charter is to drive product adoption and overall health for each customer during their first month on a product with additional touch points on custom needs throughout the life-cycle of the merchant

Coming up with a tailored plan based on the merchant's needs we drive long-term expansion while reducing overall contraction and churn.

With AI and automation being at the forefront of what we do here Gorgias the Implementation and Professional Services team is a critical player, consistently driving the automation rate up for our merchants and building on behalf.

The team has 10+ members and is globally dispersed across Australia, Europe, The United States, and Canada.

We are looking for a people-driven, operational, and data-first leader who can drive the team to success in this next phase of Gorgias. As a Senior Manager, you will have 2-4 direct managers each managing 6-8 implementation managers.

What You'll Do

• Own product adoption and retention metrics during the implementation phase for new and existing customers sold on new products by creating a strategy through people, scaled touch points, and partnerships
• Create playbooks, iterate, and roll them out to teams to drive metrics
• Own professional services touch points throughout the customer journey
• Set and drive the roadmap for the team - being able to think +6mo ahead
• Report out on both how metrics are tracking and why they are tracking ahead or behind week over week
• Create an operational working model that highlights all risks [churn contraction], and opportunities [expansion] systematically - approaching the levers proactively with your leaders
• Systematize how Implementation Managers manage their book of business creating a world-class standard
• Launch and maintain quality standards across the team to ensure call adherence, playbooks, and pre-post work are consistently carried out
• Provide product insights to x-functional partners through streamlined qualitative and quantitative methods
• Create a world-class team investing in leadership and driving expectations and accountability
• Work with x-functional partners and come up with a strategy to rollout initiatives impacting the Implementation Team
• Be the voice of our top-tier customers being able to speak to their pain points and what they are loving

Who You Are

• 5+ years in a leadership role building and scaling high-performing customer-facing teams ideally in the AI, enterprise, and B2B space; strategy background strongly encouraged
• Aren't afraid to get your hands dirty: we are still very much a startup which means you will be creating, build a model from scratch, etc
• Operationally minded and have built operational programs from the ground up ex: set up a CRM system, automated workflows, created a quality program
• Data-minded: can model out a forecast, dig into data to find patterns, enjoy sizing opportunities, have created reporting requirements for more technical teams, SQL experience a plus
• Can manage up and down: have worked for senior leaders and have had layers between you and the ICs on the team. You build trust in both directions and know how to tailor your message based on the person you are talking to
• Have taken an operation and figured out what needs people, what can be scaled, and how to expand through other touch points [aka partnerships].
• People experience is core to who you are: you have years of experience managing different levels, personalities, and skill sets and can quickly access talent; experience giving direct feedback and leveling up teams
• Multi-tasking is your skillset: you can manage multiple things at once such as a rollout, hiring, driving a new operational model, etc all at the same time
• Love working with customers directly: you love working directly with a handful of accounts yourself to stay close to feedback, drive enhancements to playbooks, etc

Nice to Have

• Automate, AI industry experience
• Consulting or strategy background
• Product operations/product adoption background
• SQL

Perks & Benefits

• 5-week vacation
• Paid sick leave (15 days)
• 🌏 6 weeks full remote/year
• Paid parental leave (16 weeks)
• MacBook Pro
• CAD $400/month for lunch expenses (you'll have your own Gorgias credit card)
• We provide private health insurance and retirement pension
• Get up to CAD $900 to set up your workstation at home (working from home should feel breezy)
• Get up to CAD $2600 of learning material and wellness support per year! This includes CAD 1950 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a CAD 650 wellness budget. 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!

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 and good & clean data are core beliefs shared by all

Here is an interview with one of our team member's experiences from our most recent company retreat to Cancun!

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 [redacted]