Senior Product Designer, Gorgias
Automate
€74.9-82.8k
eCommerce customer support helpdesk
Be an early applicant
eCommerce customer support helpdesk
201-500 employees
Be an early applicant
€74.9-82.8k
201-500 employees
Company mission
We believe that next version of commerce should be more open and anyone should be able to be a part of it, as a merchant or a customer. We believe decentralized commerce is better for everyone.
Role
Who you are
- Deep sense of empathy and collaboration with diverse backgrounds
- Curiosity-driven, proposing innovative solutions
- Values honest feedback, continuous improvement, and proactive communication
- Team player with clear and effective communication
- Data-driven, holistic thinker with a growth mindset
- Experienced in leading large-scale projects with measurable impact
- Values simplicity, purposeful design, and efficiency
- Self-evaluation and skill development-oriented
- 7+ years of Product Design experience
- Bonus: SaaS or ecommerce platform design experience
What the job involves
- You'll be joining the Automate tribe, the team dedicated to the Gorgias Automate product, as Product Designer for the AI Agent squad. You'll collaborate with top-tier teammates, including a Senior Product Manager, an Engineering Manager, and five brilliant engineers
- Your mission will be to revolutionise Gorgias Automate features by introducing a conversational AI solution for our merchants that answers over 60% of incoming shopper requests via Gorgias’ native Chat and email. If pioneering AI innovation and spearheading flagship features in a high-growth environment sets your pulse racing, you're in the right place!
- Collaborate with product managers, engineers, and other designers to understand the unique needs of shoppers and merchants and align design solutions with business goals
- Conduct user research and data analysis to inform design decisions to ensure that your squads meets the needs of our customers and are accessible to all users
- Develop and maintain a comprehensive design system across our product lines, ensuring that all designs adhere to established guidelines and can be scaled
- Create wireframes, prototypes, and high-fidelity designs that provide a consistent and cohesive user experience across all merchant help centers
- Stay up-to-date with trends and tools in design that impact your squads’ development and proactively seek out opportunities to improve our design solutions
- Foster collaboration and constructive feedback among the design team, nurturing relationships with other designers and gaining knowledge of other design projects
- Use problem-solving skills to break down complex problems and facilitate discussions with cross-functional teams, enabling effective decision-making and the creation of impactful design solutions for our help center and revenue
Application process
- Screening
- Meet Brittany, 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 - 30 min
- Hiring Manager Interview
- Meet Ben, our Senior Director of Product Design, don’t hesitate to ask him about the design, how it operates and his expectations for what makes excellent designs! - 45 mins
- Take-home assignment
- [7 days to prepare → 60 min to present]
- Prepare a case-study at home
- Present your case study to a panel of peers:
- Iris, Product Designer in the Automate team
- Antonio, Senior Product Designer in the Helpdesk team
- Audrey, Senior Product Manager in the Convert team
- Leadership Interviews
- Thomas, our VP of Product, this is a good time to ask difficult questions and see if we are a good match for you! - 45 min
- References
- The hiring manager will conduct 3 references calls - 15 min each
Our take
With the surge in online shopping, eCommerce merchants are increasingly prioritizing customer communications to enhance the overall shopping experience. This heightened emphasis puts greater pressure on support teams to promptly and accurately address customer inquiries.
Gorgias offers an all-encompassing customer support helpdesk equipped with artificial intelligence tools tailored for customer service teams. The platform allows eCommerce businesses to streamline responses to frequently asked questions through a single application. By automating these responses, support agents can allocate more time to engaging in meaningful and profitable interactions with customers, thereby potentially driving sales.
Catering to over 10,000 stores, including prominent brands like Princess Polly, Steve Madden, and Marine Layer, Gorgias faces competition from established players like Zendesk, Freshdesk, and HelpScout. Despite this, the company has experienced notable growth, expanding its presence across the US, Europe, and Australia. Along with funding that will fuel the development of its Automation Add-on feature, aimed at providing customers with instant answers to alleviate support workload.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 7 rounds)
May 2024
$29m
SERIES C
Aug 2022
$30m
SERIES C
Total funding: $101.4m
Company benefits
- 60th and above percentile in compensation
- Health coverage
- Generous Equity Package
- Company Offsites
- Ergonomic setup at your service + 700$ for your home workstation
- 16-week parental leave, including maternity, paternity, and adoption leave
- Daily catered lunch
- 5 Weeks of Vacation
- Retirement Benefits
- Fully Stocked Kitchen
- 3 weeks of Paid Sick Leave
- $2,000 learning/professional development stipend
Company values
- Maximise your impact
- Customer first
- Be 100% honest
- Strive for excellence
- Take EXTREME ownership
Company HQ
Yerba Buena, San Francisco, CA
Articles
Leadership
Alex Plugaru
(CTO)Former Web Developer at Gymglish, Eau de Web, Innobyte and Liquid Studios.
Romain Lapeyre
(CEO)Former Product Manager at Work4 and Business Developer at Scalr. MA in Management from HEC Paris.
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