Customer Success Team Lead, Gorgias
eCommerce customer support helpdesk
Open for applications
eCommerce customer support helpdesk
201-500 employees
Open for applications
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
- Data and results/execution-oriented; you like to move fast
- 3+ years of experience in leading high-performing CSM teams in B2B enterprise SaaS and 5+ years of experience in customer-facing roles
- Demonstrated ability in leading a customer-facing team — helping your team prioritize and manage their book of business, develop and drive best practices, and drive deep strategic value for customers
- Proven track record of owning and hitting team metrics
- Passionate about developing people and coaching your team
- High energy leader with excellent cross-functional collaboration skills to drive customer initiatives
- Desire for continuous learning and improvement with enthusiasm that inspires others
- Player-coach mentality and willingness to work with customers
What the job involves
- At Gorgias, we are revolutionizing customer service for e-commerce businesses. Our Customer Success team ensures our clients derive maximum value from our platform, fostering long-term relationships and driving success in their customer service operations
- As a Customer Success Manager, you will play a vital role in shaping our customers' journey with Gorgias. You will help top e-commerce brands provide excellent support through our helpdesk and automate their support processes using our automation and AI products
- Manage the CSM team of 4-8 individuals
- Own your team's metrics and drive the plan to exceed them, specifically expansion, churn mitigation, and business reviews
- Implement best practices, process improvements, training, playbooks, and feedback loops to ensure the team has consistently valuable conversations with customers
- Conduct call reviews, coach, and give constructive feedback to ensure our interactions drive product adoption
- Create and execute scalable strategies to improve customer engagement, CSAT, health score, and retention
- Work closely with internal teams (Product, Sales, Marketing, Success-Growth) to align priorities with customer needs and deliver increasing value over time
- Continuously raise the bar on what’s expected of customer success team members to create a high-performing team
- Create a fun and competitive global environment
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.
Salary benchmarks
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