Product Specialist

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 Role**:
We’re looking for a **Team Lead** to join our **Success Operations team**. We support mid-market customers by reducing churn, driving adoption of key features (like AI Agent and Shopping Assistant), and helping them get the most value out of Gorgias.

You’ll lead a group of **Customer Product Specialists** based in Argentina, Serbia, El Salvador, and the Philippines. Your focus will be to support their growth, manage performance, unblock day-to-day challenges, and guide customer interactions that drive retention and success.

This role is about leading with purpose, identifying opportunities for improvement, mitigating risks, and making sure your team is always one step ahead in helping customers succeed.

**What You’ll Do**:

- Lead a team of 6-7 Product Specialists
- Run regular 1:1s, performance check-ins, QA reviews, and growth conversations
- Coach your team through implementation, adoption, and churn mitigation projects
- Step in during escalations and sensitive customer conversations (billing, renewals, etc.)
- Improve internal playbooks and create new processes as our product evolves
- Collaborate closely with teams like Sales, Product, Success, and Support Ops
- Become a Gorgias product expert and help your team get there, too

**What We’re Looking For**:
**Experience**:

- 1+ year of people management experience
- 2+ years working in Customer Support, Customer Success, or Implementation
- Hands-on experience with onboarding, adoption, or churn mitigation
- Comfortable leading billing and renewal conversations with customers

**Mindset**:

- Strong sense of ownership and accountability
- Clear communicator who leads with empathy and clarity
- Proactive and solution-oriented — always looking for ways to improve
- Customer-first thinking in every conversation and project
- Fast learner who thrives in evolving environments

**Where You’ll Work**:
This role is based in **Buenos Aires**, ideally to support the current team structure and time zone alignment. The team is distributed across **Argentina, Serbia, El Salvador, and the Philippines**, and we operate with trust, collaboration, and a lot of initiative.

**Tools We Use**:
Gorgias, Notion, Asana, Google Workspace, Chargebee

Bonus if you’ve worked with SQL — but it’s not required.

**Hiring Process**:

- Intro chat with our recruiter
- Async skills assessment
- Case study
- Final interview with leadership and team peers

**Why Join Us**:
You’ll play a key role in shaping how we help customers succeed at Gorgias. You’ll support a high-performing team, improve how we operate, and help make Gorgias more valuable to thousands of merchants around the world.

If you’re ready to lead with empathy, drive impact, and grow alongside your team — we’d love to meet you.

**Benefits & Perks**:

- 5-week vacation
- Paid sick leave (15 days)
- 6 weeks full-remote/year
- Paid parental leave (16 Weeks)
- $300/month for lunch expenses (you'll have your own Gorgias credit card)
- Included in your offer’s calculation, there’s a 5% bonus for healthcare to compensate for Private Health costs
- Get $700 to set up your workstation at home (working from home should feel breezy)
- Get $2000 of learning material and wellness support per year 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 we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats

**Diversity & Inclusion at Gorgias**
We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences, and perspectives. At Gorgias, we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status.

Compensation Range: $35.6K - $39.3K