Support Team Lead

We've been around since 2015, and we're serving over **9000+ e-commerce businesses**, including Steve Madden, Timbuk2, Decathlon, and Sports Illustrated.

Our revenue grew by 80% in 2021 after we raised $25 million Series B in December 2020. We doubled our global team and we accelerated our progress towards our mission to transform support from painful to exceptional for merchants.

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About the Support Team*

The support team is the front line of Gorgias. We are here to make sure our current clients get the best out of our product, assist with and guide our new clients during their trial period and drive new leads.

*Some of the projects we're working on:
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**Integrations project -** 3rd party integrations that our partners built
**Knowledge Base project -** creating/updating public-facing documentation
**Training project -** Onboarding and training new members + Training existing members + Internal documentation
**Billing project -** Subscription management on Stripe
**Social project** - managing comments and reviews left by our clients on the following platforms: Shopify, Facebook, Trustpilot,
**What You'll Do**
- Handling non-technical and technical escalations reported by the team
- Monitors team performance and reports on metrics (weekly, monthly, quarterly)
- Lead 5 agents using performance management and development process: weekly performance check-ups, bi-weekly 1:1, monthly carer paths, quarterly performance reviews
- Interact with Engineering and Product team to ensure prioritization of issues and open communication about product plans and bug fixes
- Work together with Success and Sales to help drive the best support for our clients as well as our leads
- Act as a Senior agent to support the team and guide them towards a resolution
- Provide direct supervision of agents that may include: recruitment, evaluations, performance plans
- Review and improve support documentation and processes
- Ensure shifts coverage to deliver and exceed our goals
- Paying very close attention to client's negative feedback and use your wit to change their mind
- Having ~ 50% time working in the support queue. To manage our support, we need to spend time on the front line and lead by example.

**Who You Are**
- Experience troubleshooting technical issues in the SaaS environment, specifically Zapier and any previous API troubleshooting is a big plus
- 2+ years of experience in technical support and love being on the first line of support, preferably in a 24x7 environment
- Being good with data and providing feedback based on a wealth of information available at your fingertips
- Skilled leader: provide feedback, coaching, and guidance to your team
- Comfort in a start-up environment with 100% ownership

**Perks and Benefits**
- ️ 4-week vacation
- Paid sick leave
- Paid parental leave
- Latest MacBook Pro
- ️ Personal credit card to buy lunches (Brex card)
- We provide private health insurance
- ️ Get up to $700 to set up your workstation at home (working from home should feel breezy)
- Get up to $2000 of learning material (includes books**,** courses, training sessions that can be easily identified and linked with your job scope)
- Every quarter we organize a company-wide summit to discuss where we're going and strengthen the social bonds (once the health situation allows it, we'll transform these summits into offsites)

*Why join us?
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We're among the fastest-growing startups in the eCommerce ecosystem
We've built an extremely efficient go-to-market engine
Work with a talented team you'll learn a lot from
Join a company where automation, good & clean data are core beliefs shared by all

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More cool things to know about Gorgias...*

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- We went from 0 to 8000 merchants using our platform every day from 2016 to 2021
- We have a 4.8 rating on Glassdoor
- Our software stack: stackshare.io/gorgias
- Other positions: jobs.lever.co/gorgias