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.

Join us to solve energizing product challenges of ecommerce!

📢 Great customer service is the new normal. Shoppers are more discerning than ever and demand hyper-responsive engagement and hyper-personalized service. And all this with an empathetic human touch available across all web, mobile, and social channels. We are shaping the future of the online shopping experience.

🚀 Brands want to focus on their products, and very few have the time, scale, and know-how to compete on customer service. It is a complex craft where cutting-edge technologies empower large teams of humans to operate at peak efficiency. Gorgias is among the most intense workflow products in the world, where we need to solve the most complex UX challenges.

🤖 Gorgias has over 100 apps in our ecosystem that allow merchants to connect all their tools into one single solution that is uniquely theirs. Our role is to maximize the value they get by connecting all these technologies into a single human-centric system that is easy to use and easy to scale.

About the Developer Relations team

🤖 Gorgias enhances its competitive edge by enabling external developers to create and connect applications with the Gorgias Helpdesk. Our app store, featuring over 100 apps, grows weekly as Gorgias and its partners continuously add new features. The Developer Relations team's primary mission is to provide a fast, secure, reliable, well-maintained, and documented API for both first and third-party developers.

🚀 Key Responsibilities of the Developer Relations Team:

• Design, implement, and document Gorgias public and private APIs at scale.

• Identify bottlenecks and collaborate with internal teams to optimize API latency and stability.

• Expand Gorgias' authentication and authorization capacities while adhering to industry standards.

• Build and maintain an ever-growing partner ecosystem through the Gorgias App Store.

• Collaborate with developers inside and outside of Gorgias on technical solutions.

• Identify opportunities for third-party developers to integrate more deeply with Gorgias.

• Implement monitors, metrics, and end-to-end tests to ensure API SLAs meet Gorgias' standards.

🚀 Example of ongoing projects includes:

• Improve the usability and functionality of the developer portal.

• Expand the API offerings and enhance documentation to improve developer adoption

• Implement product improvements to enhance the visibility and adoption of third-party developer apps.

• Build and maintain a strong developer community.

• Optimize the onboarding process for new developers.

About the Role

Gorgias is looking for a dynamic Senior Technical Product Manager to join our Developer Relations team and accelerate the development and capacity of our APIs. As a key player in our organization, you will drive innovation through architectural transformation and ensure that our APIs serve as a robust platform for both internal and external developers.

Your role is to lead product initiatives that enhance our API offerings, increase developer engagement, and improve app adoption across our user base.

What You'll Do

• Product Strategy and Vision: Define and execute the product strategy for the Developer Relations team, focusing on API enhancements, third-party integrations, and developer experience improvements.

• API and App Ecosystem Development: Identify opportunities for new API features and third-party app integrations to drive developer engagement and product adoption.

• Customer-Centric Approach: Engage with developers and customers to gather feedback, identify pain points, and prioritize product improvements that enhance user experience.

• Market Analysis and Innovation: Conduct competitive analysis and market research to ensure Gorgias remains at the forefront of the developer ecosystem.

• Drive Apps Adoption: Implement App Store and product improvements to increase installs and adoption of third-party apps through awareness and education across our users.

• Collaborate with Cross-Functional Teams: Work closely with engineering, design, and senior management to align the squad's vision with the overall company goals.

• Metrics and OKRs: Define metrics and OKRs to measure API and app adoption; build dashboards to track and monitor the impact of integrations on business metrics.

• Developer Documentation: Oversee our developer documentation and API references at developers.gorgias.com.

• App Store and Developer Portal: Own our App Store and Developer Portal experiences, driving developers through the developer’s journey to build, maintain, and scale apps that meet high-quality standards and help grow our ecosystem to meet customer needs.

Who You Are

• Bachelor's degree in Engineering, Computer Science, Information Systems, or a related field.

• 5+ years of experience in product management, with a focus on developer platforms or API products.

• Strong understanding of APIs, distributed systems, and developer tools.

• Experience engaging with developers to help them discover use cases and best practices for developing apps on the Gorgias API.

• Proven ability to lead cross-functional teams and drive complex projects from concept to completion.

• Ability to develop and execute strategies that align with business objectives and drive measurable results.

• Passionate about delivering solutions that address customer needs and enhance the developer experience.

• Excellent verbal and written communication skills, with the ability to convey technical concepts to diverse audiences.

Nice to Have:

• Experience working in the eCommerce space, particularly with partners in the Shopify ecosystem.

• Experience with messaging platforms with use cases similar to Gorgias.

• Familiarity with authorization protocols (OAuth2), user federations, RBAC, Identity providers.

Perks and Benefits

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

• 🤕 Paid sick leave

• 🧸 Paid parental leave (16 weeks)

• 💻 MacBook Pro

• 🍽️ Daily lunch stipend ($15/ per workday)

• 🏥 Health insurance with up to 100% of premiums paid for employees - Blue Shield & Kaiser (CA only) explore our plans

• 👵🏼 Retirement: Gorgias contributes to your 401k 100% of the first 3% of deferred W-2 income, 50% of the next 2% of deferred W-2 income.

• 💆🏻‍♀️ 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!)

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