Team Leader of Support Consultants

Everything we do is for our customers, and we’re currently serving over 12,000+ ecommerce merchants, including : Steve Madden, Timbuk2, Decathlon, and Sports Illustrated. They love us for our innovative product, our focus on their ecommerce needs, and, of course, our lightning-fast customer service response time.

We raised $25 million in our Series B round in December 2020 and $30 million in our Series C round in 2022. We more than doubled in size in every meaningful way: annual recurring revenue, the size of our customer base, and the size of our Gorgias team, for starters.

We’re still growing fast and looking for new teammates who want to grow with us.

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

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

Guide your team to success and encourage their growth.

**About the Role**:
As **the Support Consultants’ Team Leader**, you will lead a team that focuses on providing 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 Support Consultant team 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 support 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.

**Perks & Benefits**:

- 4-week vacation (We follow each country's appropriate PTO Laws)
- Paid sick leave
- Paid parental leave
- 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 per year (includes books, courses, 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 (Here is the photo album from our last company retreat in Mexico in 2022, when we were a total of 200 people)

**Why join us?**:
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 and good & clean data are core beliefs shared by all

Here is an interview with one of our team member’s experiences from our most recent company retreat to Cancun

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

- Raised our Series C for $30M in 2022: TechCrunch Article
- We went from 0 to 10,000+ merchants using our platform si