Customer Education Specialist

Gorgias

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Meet Gorgias, the customer support platform designed for ecommerce retailers, and constructed to supply wonderful expertise to consumers at scale on Shopify, BigCommerce, and Magento. Our product empowers retailers to handle all their customer support in a single place over e-mail, dwell chat, voice, Fb, Instagram, Twitter, and SMS.

Every little thing we do is for our prospects, and we’re presently serving over 12,000+ ecommerce retailers, together with : Steve Madden, Timbuk2, Decathlon, and Sports activities Illustrated. They love us for our progressive product, our deal with their ecommerce wants, and, in fact, our lightning-fast customer support response time.

We raised $25 million in our Collection B spherical in December 2020 and $30 million in our Collection C spherical in 2022. We greater than doubled in measurement in each significant means: annual recurring income, the dimensions of our buyer base, and the dimensions of our Gorgias workforce, for starters.

We’re nonetheless rising quick and searching for new teammates who need to develop with us.

Concerning the workforce

The Buyer Training workforce is part of the CX group and we’re small however mighty. We’re answerable for planning and delivering content material to all Gorgias customers, with a deal with driving product adoption and bettering time to worth. This workforce manages the academy, neighborhood, webinars and assist heart.

We like to remain humble however within the pursuits of honesty listed here are just a few of our newest achievements:

  • ACE Awards 2022 Runner up: Voice of the 12 months (Amy Elenius, Feb 2023)
  • ACE Awards 2022 Finalist: Academy of the 12 months (Feb 2023)
  • ACE Awards 2022 Nomination: Neighborhood of the 12 months (Feb 2023)
  • Featured in Workramp Summit Spring (Amy Elenius, March 2023)
  • Featured in Workramp Summit Europe (Amy Elenius, June 2023)
  • Featured in Buyer Ed Weekly (Amy Elenius, June 2023)

Concerning the function

The Assist Middle lead will personal our firm assist heart finish to finish, together with giving our present articles a facelift, working with Product and Help, creating and implementing improved course of, and reporting. The right candidate can be autonomous, have a ardour for Product, be skilled with technical writing/technical documentation and thrive in a startup surroundings (we transfer shortly).

What you’ll do

  • Create sources for our CX and Help groups to share with prospects
  • Write public technical documentation for the Gorgias assist heart
  • Take the lead on refreshing our database of present assist heart articles
  • Handle and motion inbound article replace requests from the broader Gorgias workforce
  • Work carefully with Product and Help on new characteristic releases
  • Develop/implement new processes to make sure data is updated
  • Personal reporting on assist heart person engagement
  • Use knowledge to establish gaps, advocate options and prioritise tasks
  • Collect and interpret person suggestions, translating it into actionable objects
  • Talk internally with stakeholders
  • Work together with our customers within the Gorgias neighborhood
  • Produce customer-facing schooling materials for use in onboarding, product adoption campaigns and troubleshooting, together with articles, academy programs, movies and buyer communications

Who you’re

Important

  • Obsessed with Product and the technical facet of SaaS
  • Proficient technical author
  • Extremely autonomous
  • Wonderful communicator, each written and verbal
  • All the time acutely aware of content material being customer-first
  • Extremely expert at taking advanced processes/concepts and translating them into easy-to-follow steps
  • Assured in a fast-paced, lean-resourced startup surroundings
  • Excited to experiment and check out new issues
  • Element-oriented and a stickler for documentation
  • Snug to tackle further buyer schooling tasks outdoors of assist heart if bandwidth permits (eg. webinars, neighborhood, and many others…)
  • Metrics-driven and comfy working in the direction of a goal

Excellent however not dealbreakers

  • Background in buyer schooling, product advertising and marketing, buyer success or buyer help
  • Expertise with ecommerce platforms/processes
  • Rudimentary understanding of SQL, HTML, Google Analytics and/or API’s
  • 1-2 years in SaaS startup surroundings

Perks and Advantages

  • ???????? Canada
  • ????️ 4-week trip (We comply with every nation’s applicable PTO Legal guidelines)
  • ???? Paid sick go away
  • ???? Paid parental go away (16 weeks)
  • ???? MacBook Professional
  • ????️ Private bank card to purchase lunches (you’ll have your individual Gorgias bank card)
  • ???? We offer personal medical health insurance and retirement pension
  • ✈️ For a easy onboarding, we invite you to the closest workplace to your location for one week (flights and lodging are dealt with by Gorgias).
  • ????????♀️ Stand up to $900 CAD to arrange your workstation at residence (working from residence ought to really feel breezy)
  • ???? Stand up to $2600 CAD of studying materials per 12 months (contains books, programs, coaching periods which might be simply recognized and linked along with your job scope. This additionally covers particular person teaching!)
  • ???? Each quarter, we set up a web-based company-wide summit to debate the place we’re going and strengthen social bonds. As soon as per 12 months we set up offsite workforce retreats and firm retreats! (Right here is the photograph album from our final firm retreat in Mexico in 2022, once we had been a complete of 200 folks!)

Why be part of us?

???? We’re among the many fastest-growing startups within the eCommerce ecosystem

???? We have constructed an especially environment friendly go-to-market engine

???? Work with a gifted workforce you may study quite a bit from

???? Be a part of an organization the place automation and good & clear knowledge are core beliefs shared by all

???? Right here is an interview with certainly one of our workforce member’s experiences from our most up-to-date firm retreat to Cancun! 

Extra cool issues to learn about Gorgias… ????

  • Raised our Collection C for $30M in 2022: TechCrunch Article ⬅️
  • We went from 0 to 10,000+ retailers utilizing our platform since 2016
  • Now we have a 4.7 score on Glassdoor & 4.7 Comparably tradition rating
  • What our prospects are saying: apps.shopify.com/helpdesk#opinions
  • Different positions: gorgias.com/about-us/jobs
  • Uncover the Gorgias Platform
  • Study our Compensation Coverage

Gorgias ensures equal employment alternative with out discrimination or harassment based mostly on race, coloration, faith, intercourse (together with being pregnant, childbirth, or associated medical situations), sexual orientation, gender id or expression, age, incapacity, nationwide origin, marital or home/civil partnership standing, genetic data, citizenship standing, veteran standing, or another attribute protected by legislation.

Gorgias is dedicated to the complete inclusion of all certified people and can take the steps to guarantee that folks with disabilities are offered cheap lodging. Accordingly, if cheap lodging is required to completely take part within the job utility or interview course of, to carry out the important features of the place, and/or to obtain all different advantages and privileges of employment, please contact [email protected]

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