Meet Gorgias, the customer service platform designed for ecommerce merchants, and built to provide amazing experience to shoppers at scale on Shopify, BigCommerce, and Magento. Our product empowers merchants to manage all their customer service in one place over email, live chat, voice, Facebook, Instagram, and SMS.

Everything we do is for our customers, and we’re currently serving over 12,000+ ecommerce merchants, including : Steve Madden, Timbuk2, Decathlon, and Sports Illustrated. They love us for our innovative product, our focus on their ecommerce needs, and, of course, our lightning-fast customer service response time.

We raised $25 million in our Series B round in December 2020 and $30 million in our Series C round in 2022. We more than doubled in size in every meaningful way: annual recurring revenue, the size of our customer base, and the size of our Gorgias team, for starters.

We’re still growing fast and looking for new teammates who want to grow with us.

About the Machine Learning team

The team's primary function is to improve the productivity of Support Agents through Gorgias and, in turn, to help merchants improve the quality of the customer support process. We do this through three main means:

• First, we enable merchants to automate responses and actions for common support requests, through a rules system. This eliminates all the trivial work and helps Support Agents to focus where their time is really important. And in those areas, the Productivity team provides efficiency tools as well.

• Second, Agent Efficiency features: auto-tagging and route tickets, template responses, and phrase prediction.

• Third, improve the adoption of the Productivity features, by identifying automation opportunities for the merchant.

What You'll Do

• Develop highly scalable classifiers and tools leveraging machine learning, data regression, and rules-based models.

• Suggest, collect and synthesize requirements and create an effective feature roadmap.

• Code deliverables in tandem with the engineering team and product team.

• Adapt standard machine learning methods to best exploit modern parallel environments, including distributed clusters, multicore SMP, and GPU.

• Being proactive, and suggesting improvements and new features

Who You Are

• 3+ years of experience in delivering and running NLP ML models in production

• Machine Learning Framework(s): PyTorch, MXNet, or Tensorflow

• Scripting languages: Python and shell script

• Linux, UNIX, or other *nix-like OS as evidenced by file manipulation, advanced commands, and shell scripting

• Translating insights into business recommendations

• Experience with: Kubernetes, Terraform, CI/CD, Docker

Perks and Benefits

🏖️ 5-week vacation + 2 weeks of RTT

🤕 Paid sick leave

🧸 Paid parental leave (16 weeks)

💻 Latest MacBook Pro

🍽️ Personal credit card to buy lunches (we use Swile)

🏥 We provide private health insurance (we use Alan)

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

📚 Get up to €2000 of learning material per year (includes books, courses, and training sessions that are easily identified and linked with your job scope)

🥰 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! (Here is the photo album from our last company retreat in Mexico in 2022, when we were a total of 200 people & the video of the September 2023 P&E team retreat in Romania)

Join our team for the opportunity to:

👩🏼‍💻Work with smart, passionate people every day

💪 Get extreme ownership over your work and results

🧠 Be treated like the expert you are

Engineering Team Culture

Getting Stuff Done, Ownership, Team Work, Excellence, and Agility.

You should join us if you want to ship stuff fast without sacrificing quality. We've put great importance on testing our code, cleaning it, treating errors first, and features later.

We also value growth and ownership. People make mistakes. We learn from them to avoid them in the future. We cannot achieve excellence if there are no bumps in the road.

Click Here to hear an in-depth interview with one of our Engineering Managers at Gorgias.

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 for $30M in 2022: TechCrunch Article ⬅️

• We went from 0 to 10,000+ merchants using our platform since 2016

• We have a 4.7 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