Senior Product Manager Helpdesk

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.

Join the Conversational Experience Team at Gorgias

At Gorgias we believe conversations are the new storefront. In the next three years more shoppers will interact through chat than traditional browsing. Thats why were building a unified AI Agent that powers these conversations across every channel delivering fast accurate answers increasing revenue reducing support costs and enabling brands to offer a fully automated end-to-end customer journey.

What is the Conversational Experience team

We bring together the AI Agent and the Helpdesk into one seamless surface creating a truly unified conversational journey for both shoppers and support agents. By owning both automation and human support in a single team we can:

• Design holistic conversations across channels

• Eliminate friction between AI and human handovers

• Align AI capabilities tightly with real-world agent workflows

The result: brands can move effortlessly from self-service to agent-assisted support without breaking context delivering a smoother more efficient and revenue-driving experience across the entire customer lifecycle.

About the Role

Youll join the Helpdesk team which owns the core experience used daily by thousands of support agents to assist millions of shoppers. Were driving a multi-quarter transformation Helpdesk 2.0 to modernise this surface close long-standing product gaps and reimagine what great support tools look like in an AI-first world.

Our vision: a platform where AI Agents resolve the majority of routine inquiries while empowering human agents to step in at the right moments with full context clear next steps and powerful tools to act quickly and effectively.

What Youll Do

• Own and drive major parts of the Helpdesk 2.0 roadmap with a focus on agent experience platform reliability and enterprise-grade workflows.

• Partner with Engineering and Design to modernize and ship core helpdesk capabilities: routing rules real-time systems views and availability.

• Build scalable features that unlock larger enterprise deals reduce churn and support complex team structures.

• Close product gaps by making capabilities coherent reusable and consistent across the platform.

• Improve performance and reliability by identifying and resolving technical debt that affects agent trust and user satisfaction.

• Design seamless AIhuman collaboration workflows enabling smart lossless handovers.

• Leverage qualitative insights (merchant interviews NPS feedback support tickets) and quantitative data to prioritize usability improvements.

• Own the full product lifecycle from discovery and problem framing to delivery rollout and continuous iteration with success measured by NPS and retention.

Who You Are

• Customer-obsessed and motivated by real-world impact you care deeply about improving everyday workflows.

• Experienced in owning complex system-heavy product areas with a track record of long-term evolution and platform thinking.

• Fluent in technical collaboration able to work closely with engineers on architecture performance and real-time behavior.

• Structured organized and effective at managing ambiguity prioritization and stakeholder alignment.

• Insight-driven you combine metrics with qualitative feedback to guide your decisions.

• Excited about how AI is transforming support and curious about how humans and AI will work together.

• Comfortable balancing short-term wins with investing in long-term foundations.

• Bonus: experience with helpdesk platforms workflow tools enterprise SaaS or operational team tooling.

Company Benefits & Perks

• 5-week vacation plus 2 weeks RTT (We follow each countrys 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 GAN)

• Get up to 700 to set up your workstation at home (working from home should feel breezy)

• Get up to 2000 of learning material and wellness support per year! This includes 1500 for learning material (such as books courses and individual coaching sessions) directly linked to your job scope as well as a 500 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

• Every quarter we organize an online company-wide summit to discuss where were going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!

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:

Senior IC