Gorgias · 4 days ago
Senior Product Manager - Helpdesk
United States
Full-time
Remote
Senior Level
$193K/yr - $213K/yrGorgias is a company focused on transforming ecommerce through Conversational Commerce by building a unified AI agent. The Senior Product Manager will lead the Helpdesk team in modernizing support tools and enhancing the agent experience within an AI-first environment.
ComputerCustomer ServiceE-CommerceSoftware
Responsibilities
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 AI–human 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
Qualification
Required
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
Preferred
Bonus: experience with helpdesk platforms, workflow tools, enterprise SaaS, or operational team tooling
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 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.
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!
Company
Gorgias
Gorgias is a multi-channel helpdesk integrated for online and e-commerce merchants.
Founded in 2015
201-500 employees
H1B Sponsorship
Gorgias has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (5)
2023 (4)
2022 (6)
2021 (3)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
$101.5MKey Investors
Sapphire VenturesTechstars
2024-05-14Series C· $29M
2022-08-15Series C· $30M
2020-12-10Series B· $25M
Leadership Team
Romain Lapeyre
CEO
Alex Plugaru
Co-Founder and CTO
Recent News
Right Side Capital Management
2025-11-11
2025-08-22
Company data provided by crunchbase