Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

About the Design team at Gorgias

✍️ At Gorgias, our Design team collaborates closely with Product, Engineering, and GTM teams. We all work together to create a cohesive and holistic product experience. Our roadmap is always a result of strong cross-functional collaboration and is driven by user needs and business impact.

As Head of Design for Automate, you will be responsible for helping guide your team at every stage of the product-building lifecycle balancing long-term considerations while ensuring we are continuously shipping, iterating, and evolving the design platform. Helping to bring clarity to key problems while helping to navigate new challenges brought to life as a result of designing for AI. Being a part of Gorgias means being part of a fast-paced and high-growth company. We value agility, concise execution, and precision. Honesty and candor are highly valued among our team, and we encourage open sharing and receiving of feedback to continuously improve both our products and operations.

About the Automation Tribe

The Automate tribe is dedicated to the Gorgias AI Agent and Automate products. As the Product Design Lead, you'll play a pivotal role in the Tribe's leadership team, shaping product strategy and amplifying design impact. Helping translate the company vision into tangible outcomes and OKR’s that your team can work towards, while guiding your team of four talented designers to deliver a consistent, high-quality, and unified user experience.

Your mission will be to work with your team to pave the way to a world where +60% of all customer support interactions are automated. Helping transition our product from a human-first to an AI-first helpdesk capable of delivering highly accurate personalised responses at scale. Freeing our brands from the repetitive tasks they undertake in order for them to focus on improving their overall customer experience in order to drive higher customer satisfaction and LTV.

What you’ll do

As a Design Manager at Gorgias, you will:

• Lead and Develop the Design Team: Manage and support Product Designers across various projects, fostering their professional growth and ensuring their work aligns with company goals and forms a cohesive consistent experience.

• Build strategic influence through design: Understand and communicate Gorgias’ company and product strategies within your tribe. Contribute to product strategy and vision, ensuring alignment with customer needs and competitive insights.

• Improve Execution & Quality: Support your team in delivering high-impact design work that drives value for the business. Build and encourage a customer-focused culture, guiding the team to engage with customers and ensure our work solves their problems.

• Run Team Operations: Adapt strategies and manage resources to ensure the team can deliver against key initiatives. Champion process improvements to suit Gorgias’ growth stage and operational needs.

• Drive Collaboration and alignment: Partner with Group Product Managers, Engineering Managers, and other leaders across the company to ensure strategic alignment and effective delivery of design projects.

• Build a great design team: Support the growth of the Gorgias design team by both partnering with the internal design org to evolve the product design team people, processes and culture, while also engaging with the wider design community to help grow your own and Gorgias' reputation through speaking, writing and other community engagement activities.

Your skill set

• Experience leading high-performing design teams, fostering collaboration, growth, inclusivity, and innovation.

• A proven track of launching impactful product solutions. With the ability to jump in at any stage of the product process to help your team drive the right outcomes.

• Skilled in building and co-owning product strategy with cross-functional partners, driving both user and commercial impact.

• Strong communication skills with the ability to influence stakeholders and excite the company about the design vision.

• Committed to building a customer-focused culture, simplifying complex ideas, and delivering within technology constraints.

• Embraces a “make it happen” mindset, confident in managing ambiguity, and passionate about driving change and improvement in not just the product but how we work as a team.

• Data-driven, holistic thinker with a growth mindset

• Bonus: SaaS or ecommerce platform design experience

Perks and Benefits

• 🏖️ 5-week vacation plus 2 weeks RTT (We follow each country's appropriate PTO Laws)

• 🤕 Paid sick leave

• 🧸 Paid parental leave (16 weeks)

• 💻 MacBook Pro

• 🍽️ Personal credit card to buy lunches (we use Swile)

• 🏥 We provide private health insurance (we use Alan)

• 💆🏻‍♀️ 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, and 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!)

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

• What our customers are saying: apps.shopify.com/helpdesk#reviews

• Other positions: gorgias.com/about-us/jobs

• Discover the Gorgias Platform

• Learn about our Compensation Policy

Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.

Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact accommodation@gorgias.com