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Senior Product Designer, Convert



Product, Design
Paris, France
Posted on Wednesday, December 6, 2023

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 Design & Convert team at Gorgias!

✍️ At Gorgias, Product & Design teams work cross-functionally with GTM functions, think “whole product”; Product Designers are full-stack, conduct their own research and own outcomes. They are therefore responsible for the entire lifecycle of solution building from discovery, ideation, solutioning, prototyping, validation, adoption and measuring impact.

Using an agile at scale model (Tribe x Squads), across all our we have a solid & diverse product culture and our roadmap is always focused on delivering the most customer value by prioritizing features according to (1) impact, (2) team & customer feedback, (3) effort & risks as well as (4) company vision.

Lastly, note that Gorgias is a fast-paced and high-growth company, and our team reflects that: we need to be agile, concise & precise executioners. Between each other, we value candor & honesty. We love sharing & receiving feedback to achieve product & operational excellence.

🙋 As a Product Designer for the Convert squad, you will join a team of x1 Senior Product Manager, Audrey, x1 Engineering Manager, Bogdan, and x4 engineers lead by our VP of Product, Daniel. The team’s goal is to create a digital store assistant that drive 10% revenue uplift for merchants leveraging generative AI for campaign content & machine learning to optimize the shopper journey. If you’re excited by the prospects of building products 0 to 1, working with a kick-ass team and uplifting the growth of 13k ecommerce small businesses: this is the right job for you!

Join us to solve energizing design challenges of ecommerce!

🎁 Great customer service is the new normal. Shoppers are more discerning than ever and demand both hyper-responsive engagement and hyper-personalized service. And all of this with an empathetic human touch that is available across all channels from web to mobile to social. We are shaping the future of online shopping experience.

🚀 Brands want to focus on their products, and very few have the time, scale, and know-how to compete on customer service. It is a complex craft, where cutting-edge technologies empower large teams of humans to operate at peak efficiency. Gorgias is among the most intense workflow products in the world, where we need to solve among the most complex UX challenges.

🤖 Gorgias is a platform-native product. We have over hundreds of apps in our app store that allows merchants to connect all their tools into one single solution that is uniquely theirs. Our role is to maximize the value they get by connecting all these technologies into a single human-centric system that is easy to use and easy to scale.

What You'll Do

  • 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

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

Perks and Benefits

  • 🏖️ 5-week vacation plus 2 weeks RTT (We follow each country's appropriate PTO Laws)

  • 🤕 Paid sick leave

  • 🧸 Paid parental leave (16 weeks)

  • 💻 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. This also covers individual coaching!)

  • 🥰 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!)

Interviewing 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

  • Team Member Interview: Meet Audrey, your future teammate, Senior Product Manager lead product roadmapping, scoping & delivery for Convert - 45 min

  • Case Study:

    • Prepare a case-study at home with a technical assessment & specific contextualized questions - 7 days deadline.

    • Present your case study to a panel of peers, Iris, Product Designer in the Automate team, Antonio, Senior Product Designer in the Helpdesk team and Audrey. - 60 min (30-min presentation + Q&A)

  • Product & Engineering 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! - 30 min

    • 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! - 30 min

  • References (3) - 15 Minutes Each

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... 😁

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