Meet Gorgias, the customer service platform designed for ecommerce merchants, and built to provide amazing experience to shoppers at scale on Shopify, BigCommerce, and Magento. Our product empowers merchants to manage all their customer service in one place over email, live chat, voice, Facebook, Instagram, Twitter, and SMS.
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.
Join our team for the opportunity to:
Work with smart, passionate people every day
Get extreme ownership over your work and results
Be treated like the expert you are
About the Team
As the Customer Onboarding Manager, your role is to manage the entire onboarding process for your book of business, beginning to end - from sales handover to configuration to training, ensuring customers roll out the platform as quickly as possible.
The goal is to increase the rate in which we onboard customers by providing high-quality support and guidance to our customers. You want to help companies launch quickly and effectively on Gorgias by showcasing the value of the product.
What You’ll Do
Drive the activation ratio and time to activation by providing high-quality support, guidance, and on-boarding for all our products
Spot and reduce churn and drive decreased time to value through the on-boarding and activation stages, helping companies launch quickly and effectively on Gorgias by proactively identifying and alleviating any roadblocks
Help customers setup and create processes and systems, and get launched on the platform
Provide customer support
Who You Are
3+ years of experience in SaaS, and/or Customer Success. E-commerce experience is a plus!
Speaking French would be a major plus.
You have excellent communication and interpersonal skills, follow-up skills and attention to detail
You have a highly structured work approach, ability to manage multiple activities in parallel
You are comfortable in a startup environment; are self-motivated, move quickly, and wear many hats
You have a passion for and excel at building and maintaining relationships while working to mitigate churn and drive engagement and renewals
Passion for learning! You want to grow and improve every day
4-week vacation (We Follow each country's appropriate PTO Laws)
Paid sick leave
Paid parental leave (16 weeks)
Personal credit card to buy lunches (you’ll have your own Gorgias credit card)
We provide private health insurance and retirement pension
Get up to $900 CAD to set up your workstation at home (working from home should feel breezy)
Get up to $2600 CAD 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!)
The role requires a 2-day/week presence in the Toronto office.
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!
Raised our Series C for $30M in 2022: TechCrunch Article
We went from 0 to 10,000+ merchants using our platform since 2016
We have a 4.7 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 [email protected]
Compensation Range: CA$84.6K - CA$106.5K