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Director of CX, Convert



Toronto, ON, Canada
Posted on Friday, December 29, 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.

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

About the Team

Join the dynamic Customer Experience Team at Gorgias, where we're dedicated to crafting an unparalleled customer journey across our Helpdesk, Automate, and Convert products. Our mission is to maximize the lifetime value of the 13,000 merchants who rely on us for innovative solutions to provide an exceptional customer experience for their end shoppers.

The team is structured into two core groups: the Helpdesk/Automate team and the newly launched Convert product team, where we are seeking a visionary leader to spearhead and elevate this division (this role!), with the potential to grow to the scale of our Helpdesk/Automate function.

About the Role

Embark on a transformative journey as the Director of CX for our Convert product, starting as an individual contributor (IC) that works directly with our merchants to drive product adoption and ROI. This person will obsess over every detail of the convert product and work closely with the product team to provide feedback and define the offering for our merchants. Simultaneously, as the product customer base grows, you'll hire and grow out a dedicated team responsible for onboarding and ensuring the success of Convert Product users. With a target of 600+ merchants on the product by the close of 2024, your role will evolve into leading a team and driving strategic initiatives for continued growth in 2025.

What you'll do

  • In the very beginning, you will directly engage with our expanding pool of 70+ merchants on the Convert product, overseeing campaign setup, driving adoption, and boosting usage and ARR.

  • Conduct comprehensive analyses to identify total ARR opportunities and strategically prioritize efforts.

  • Provide invaluable insights, both anecdotal and qualitative, to inform product and strategy teams.

  • Champion Convert, obsess over KPIs, customer feedback, and opportunities, serving as the focal point for Success on Convert.

  • Build and lead your team of 4+ (based on growth projections) by the end of 2024, fostering expansion and scaling of the function.

  • Establish reporting, tools, and systems tailored to the unique needs of the function.

  • Innovate and devise creative strategies to enhance customer satisfaction and drive product adoption, influencing the integration of these ideas into our product.

  • Harness the power of ChatGPT and AI to streamline operations in our fast-paced environment.

Who you are

  • 5+ years of experience in ecommerce marketing with proven track record of campaign effectiveness

  • 3+ years in customer success or client-facing roles with proven track record of influencing customers

  • A self-starter with a proactive mindset, adept at managing multiple priorities in a fast-paced environment.

  • Enthusiastic about immersing yourself in the Convert product and becoming its primary advocate.

  • Proven ability to translate customer and market insights into actionable go-to-market strategies using tools such as Sheets and Excel (SQL proficiency is a plus).

  • Exceptional cross-functional collaboration and project management skills, essential for engaging stakeholders across diverse teams.

  • Exhibit a creative spark, showcasing the ability to think innovatively while maintaining analytical prowess.

Perks & Benefits

  • 🏖️ 4-week vacation (We follow each country's appropriate PTO Laws)

  • 🤕 Paid sick leave

  • 🧸 Paid parental leave (16 weeks)

  • 💻 MacBook Pro

  • 🍽️ Personal credit card to buy lunches (you’ll have your own Gorgias credit card)

  • 🏥 We provide private health insurance and retirement pension

  • ✈️ For a smooth onboarding, we invite you to the closest office to your location for one week (flights and accommodation are handled by Gorgias).

  • 💆🏻‍♀️ Get up to $900 CAD to set up your workstation at home (working from home should feel breezy)

  • 📚 Get up to $2600 CAD of learning material per year (includes books, courses, 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!)

This position demands a 2-day/week presence in our Toronto office, fostering a collaborative environment.

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