Gorgias · 7 hours ago
VP of Product, Support Suite
Syracuse-Auburn Area
Full-time
Remote
Director/Executive
6+ years exp
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Responsibilities
Define the team’s 1-3 year strategy, managing the full customer experience, reduce churn, set yearly & quarterly OKR, run KPI forecasts (including ARR, NPS, feature adoption and automation rate for support requests), and identify growth opportunities.
Stay informed on ecommerce, tech, and AI trends, continuously seeking external insights and fostering a culture of learning.
Collaborate closely with engineering leadership to drive upmarket growth, balancing ambitious product vision with technical constraints to support larger, more complex customers.
Drive product and cross-functional project execution through weekly and monthly reviews, prioritizing initiatives, and unblocking GTM teams as needed.
Cultivate a customer-focused, value-driven culture with an unwavering commitment to excellence.
Develop and execute a growth plan for the team, managing budget and defining resource needs with clear talent acquisition and development strategies.
Qualification
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Required
6-8 years of impactful product leadership experience.
Experience in SaaS enterprise, customer support and ecommerce software.
Proven track record of leading end-to-end product development.
Experience managing product teams in large organizations (>500 people).
Ability to keep a fast pace and create cohesion despite cross-functional dependencies.
Strong customer-centered vision with deep expertise in agile development.
Ability to define the team’s 1-3 year strategy, managing the full customer experience.
Experience in reducing churn and setting yearly & quarterly OKRs.
Ability to run KPI forecasts (including ARR, NPS, feature adoption and automation rate for support requests).
Experience in identifying growth opportunities.
Ability to collaborate closely with engineering leadership to drive upmarket growth.
Experience in balancing ambitious product vision with technical constraints.
Ability to drive product and cross-functional project execution through weekly and monthly reviews.
Experience in cultivating a customer-focused, value-driven culture.
Ability to leverage strategic insights to drive impactful functional and business changes.
Experience in developing and executing a growth plan for the team.
Ability to manage budget and define resource needs with clear talent acquisition and development strategies.
Experience in mentoring, coaching and rigorously challenging teams to uphold quality of work standards.
Strong network within the Shopify and customer support ecosystems.
Ability to communicate thoughtfully with the right people at the right time.
Ability to remain calm and composed when making important or difficult decisions.
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!
Company
Gorgias
Gorgias is a multi-channel helpdesk integrated for online and e-commerce merchants.
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
2023 (3)
2022 (6)
2021 (3)
2020 (2)
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
Co-Founder and CEO
Alex Plugaru
Co-Founder and CTO
Recent News
2024-05-26
2024-05-20
Company data provided by crunchbase
