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 the user needs and business impact.

As a Product Designer, you will be involved in every stage of the product building lifecycle, from discovery and ideation to prototyping, validation, and impact measurement. 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

You'll be joining Gorgias as a Staff Product Designer, where you'll play a key role in our shift from a human-first to AI-first support platform. Collaborating with product, design, and engineering teams, you'll help design AI-driven workflows that enable our merchants to automate over 60% of customer inquiries through Gorgias' native chat and email.

Your mission is to lead initiatives that redefine user experiences, set new standards, and drive innovation in how merchants manage their AI-powered customer support. If shaping the future of AI automation in a high-growth environment excites you, this is your opportunity to make a lasting impact!

What you'll do

• Lead AI-First Design Transformation: Collaborate with product, design, and engineering leadership to drive the shift from a human-first to AI-first support product, helping develop and align the Tribe strategy and business strategy with design initiatives.
• Design end-to-end workflows that optimize AI systems for merchants, ensuring visibility, control, and a seamless user experience. Defining new workflows that align with company goals, improve merchant efficiency, and enhance customer satisfaction.
• Connect the dots across the entire user journey, setting the design patterns, pricinples and standards, across the team ensuring the development of an aligned user experience that addresses the core needs and pain points of our customers.
• Optimize Team Workflows and Design Systems: Mentor and guide the team in refining work processes, improving design systems, and bringing clarity to complex problems, ensure the team consistently delivers high-quality, efficient solutions aligned with business objectives.
• Foster a Culture of Feedback and Knowledge Sharing: Promote transparent, constructive feedback and ensure insights and knowledge are visible, prioritized, and effectively utilized across teams.
• Drive Effective Communication: Present design decisions clearly, ensuring stakeholders at all levels understand and can act on complex, AI-driven concepts.

Your skill set

• Proven ability to create and optimize complex workflows that align with business goals and improve user efficiency.
• Strong skills in developing scalable design systems and principles that ensure a seamless, unified user experience.
• Ability to work closely with product, engineering, and design leadership to align strategies and drive initiatives.
• Focused on understanding and addressing the core needs and pain points of customers through innovative design solutions.
• Experience mentoring teams to optimize processes, refine design systems, and solve complex problems.
• Excellent ability to present and articulate design decisions to stakeholders at all levels, especially in technical contexts.
• Skilled at fostering a culture of transparent, constructive feedback and knowledge sharing within teams.
• 7+ years of Product Design experience
• Bonus: Experience designing SASS or AI-driven products, balancing automation with user control and visibility.

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 - Anthem & 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 and wellness support per year! This includes $1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a $500 wellness budget. 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!

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 [redacted]