Support Team Lead

Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands.

Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.

**About the Team**:
**Join our team for the opportunity to**:
Work with a passionate and motivated team whose focus is driving impact for merchants and the company through implementation, consultation, and strategic conversations.

Be always on the lookout to provide high-touch interactions with our merchants that can drive results and minimize blockers and objections from a customer-first perspective.

Display extreme ownership by driving a function or key result area of the support operation from start to finish, returning results that serve the team's vision.

Guide your team to success and encourage their growth by becoming experts of the field and the Gorgias products, contributing to the company's goals through different high-scale initiatives.

**About the Role**:
As a **Product Specialist Team Leader**, you will lead a team that provides high-touch interactions through consult calls, positively impacting the customer’s account status and reducing churn by helping companies effectively use Gorgias features. You will coach, mentor, and manage a team of high-performing employees distributed across Argentina, Serbia, El Salvador, and the Philippines with a focus on progressing their professional growth.

You will lead by example by helping customers, inspiring your team with data-driven decisions, and being an expert on the product and the industry to reach your team’s key objectives.

As a Team Leader in a client-facing role, you display superb customer service skills, positive energy, tenacity in solving problems, proactiveness, and truly caring about helping customers with the correct platform use while supporting Gorgias’ goals.

**What You’ll Do**:

- Lead the Product Specialist team by using performance management and development process: weekly performance check-ups, bi-weekly 1:1, monthly carer paths, and quarterly performance reviews to support their growth
- Monitor and coach the team’s quality assurance and efficiency metrics regularly
- Manage your KRs (project management, scoping, reporting, etc) to success
- Handling escalations reported by the team and managing clients who have had a negative experience or are at churn risk
- Work together with Success and Sales and other cross-functional partners to help drive the best support for our clients as well as our leads
- Improve platform and services adoption rate, accelerate customer growth, and reduce churn
- Become proficient with the product and translate client requirements to the capabilities of the product
- Work with other leaders to identify and take action on bottlenecks and areas of improvement within the customer experience and internal processes

**Who You Are**:

- You have at least a year of management experience
- Experience working in customer implementation, success, or support with a focus on customer experience for 2+ years
- Great project management and planning skills with a growth mindset
- Very data-driven and keen to approach challenges with properly backed information and resources. SQL experience is ideal.
- A well-rounded leader who can coach, mentor, and manage direct reports while transmitting the company’s vision
- Strong de-escalation skills and comfortable working with different aspects of Gorgias including customer journeys, quality, billing and subscription, Gorgias products, etc.

**More cool things to know about Gorgias...**:

- Raised our Series C-2 for $29M in May 2024: Article Here
- We went from 0 to 15,000+ merchants using our platform since 2016
- We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score
- Discover the Gorgias Platform
- Learn about our Compensation Policy

**Diversity, Equity, and Inclusion at Gorgias**:
At Gorgias, we’re dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.

Compensation Range: $30K - $33K