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 Team**:
**Join our team for the opportunity to**:
Work with a passionate and motivated team that is always on the lookout to provide high-touch interactions to our merchants.

Display extreme ownership by driving adoption and positively impacting the usage of the accounts for our merchants, returning results that serve the vision of the company.

Guide merchants to success and encourage their business growth.

**About the Role**

As a Product Specialist, you will guide our merchants through their questions and inquiries, ensure they adapt Gorgias to their business needs and implement Gorgias features into their accounts. You’ll help them optimize their setup and plans to positively impact our company’s goals. You will show great product knowledge and will be flexible to adapt to any questions, objections, and roadblocks they might have. Additionally, you will assist the Customer Experience operation by answering customer inquiries via tickets and collaborating on projects when applicable.

You will display great consultative skills and customer success skills to de-escalate difficult conversations about pricing, usage, troubleshooting, etc., as well as display proactiveness, great ownership, honesty, and interest in growing within the Product Specialist Team operation.

Product Specialists provide support in different time zones, and we are looking for someone who can **support us during PST business hours**.

**What You’ll Do**:

- Get calls booked on your calendar and prepare beforehand to understand and prepare the topics of discussion and the features that will fulfill the customer's needs and company goals
- Attend calls with merchants to discuss their questions and help them optimize their accounts, address any unprompted questions and objections they may have
- Take advantage of any upsell and cross-sell opportunities to ensure our clients make the most out of the platform and their subscriptions
- Minimize churn risk and positively influence merchants’ metrics through feature enablement
- Efficiently navigate objections and be familiar with how to showcase the value of our product
- Answer Billing and Support inquiries
- Follow up with merchants, focus on engaging post-call, and via follow-up calls
- Collaborate in cross-functional projects when applicable as part of the Product Specialist operation

**Who You Are**:

- You have at least one year of experience in a Customer Implementation or Customer Success role
- Confident in developing great product knowledge of Gorgias, and using it to answer customer questions and optimize merchants’ workflows
- Comfortable driving enablement on customer accounts and taking a consultative approach to your calls
- Experience working on virtual calls with customers
- Experience with automation and implementation programs/initiatives
- Have excellent communication and soft skills
- Strive to provide great customer service
- Feel comfortable in situations where you might not have the answer right away
- Comfortable working with different aspects of Gorgias, including customer journeys, industry trends and standards, billing and subscription, Gorgias products, etc.

**Benefits & Perks**:
25 business days vacation

Paid sick leave

Paid parental leave (16 weeks)

Personal credit card to buy lunches up to **USD 300** per month (you’ll have your own Gorgias credit card)

Company provided laptop

Get up to **USD 700** to set up your workstation at home (working from home should feel breezy)

Get up to **USD 2,000** per year for learning materials, including books, courses, and training sessions that are clearly related to your job scope. This budget also covers individual coaching Additionally, you can allocate up to **USD 500** of this amount toward wellness.

Work with a talented team and leaders who have been in your shoes before - you'll learn a lot from them

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 discriminat