Customer Support Agent

We believe conversations will become the #1 way to shop.

At Gorgias were building the platform that makes this real: a unified AI agent that sells supports and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce and were leading that shift.

Our mission is to turn every interaction between a brand and its customers into a relationship: personal seamless and intelligent. By combining deep product expertise with the latest in AI were making shopping feel more natural human and connected than ever before.

To win we focus relentlessly on:

• Quality: conversations that feel authentic and on-brand.

• Experience: effortless shopping from chat to checkout.

• Re-engagement: personal 1-1 dialogue instead of noisy marketing.

The opportunity is massive. As AI reshapes how people buy Gorgias is building the foundation for the next decade of ecommerce where every brand has its own intelligent agent and every customer feels understood.

Join us to make Conversational Commerce real.

About the Team

The Support team is part of the wider Customer Experience team and is the backbone of the company; as we make software used by support we also need to provide top-notch support. We are helping customers via chat email and video call and are also available to support other departments in the company.

Aside from doing support work we are also our own products first and biggest customer! As such we get to test all the cool new features we develop give insights and suggestions and get to shape how our software works.

About the Role

The Application Associate is the core of support. You are the first line of contact for most of our customers and your main task is to guide customers in the setup of their accounts explain the various features and products we offer and troubleshoot any issues that may arise. Aside from working only with customers you are also able to act as a product expert and can support colleagues from other departments. The ideal candidate for this role is resilient empathetic loves testing new things and never stops learning. This positions hours are 8 AM - 5 PM EST Monday to Friday with two days of mandatory office work.

What Youll Do

• Help our clients with questions on how to use our product offer alternative solutions and troubleshoot current scenarios provided by the client. Ensure that they receive the best experience possible!

• Understand customer goals and their desired outcome from using the product through continuous data and feedback analysis.

• Assist our clients with the setup fine-tuning and troubleshooting of our AI Agent a powerful tool that helps merchants automate inquiries from end customers

Who You Are

• We are looking for at least 2 years of previous experience in B2B customer support preferably for a tech/software product.

• You are fluent in both oral and written English. Fluency in other languages is a plus!

• You are a fast learner who will use the product quickly and manage several support tickets on different channels (email chat) simultaneously.

• You are comfortable with video calls with customers to troubleshoot and help them get set up faster.

• E-commerce knowledge is a big plus (Shopify BigCommerce Magento etc.)

• Understanding of LLMs and ability to write clear prompts is a big plus

• You have a strong desire to provide exceptional support to clients! We sell support software so it also makes sense to be the best at it!

• Working with APIs or in the SaaS industry is a plus. Even better if you have previous experience troubleshooting APIs.

• You are comfortable in a startup environment and have a passion for technology.

• Working hours: 8 AM - 5 PM EST Monday to Friday with two days of mandatory office work.

AI at Gorgias
At Gorgias AI is a natural extension of how we work and build. Our teams use it every day to research write analyze code and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT Claude Granola Cursor & others) and an annual L&D budget to explore new ones.

The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows and each team has AI champions who showcase fresh ideas during weekly company-wide standups now practically AI demo sessions.

We see AI not as a replacement for creativity or empathy but as a multiplier helping us move faster think deeper and serve customers better.

AI use in Recruiting at Gorgias
We use AI tools to assist in managing and assessing applications with human oversight at every stage.

Diversity & Inclusion at Gorgias
Were committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds experiences and perspectives because diverse teams drive innovation and better decision-making.

If you need accommodations during the application or interview process please contact us at .

Required Experience:

Unclear Seniority