Product Specialist - Team Lead at Gorgias

Buenos Aires, Buenos Aires, Argentina

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$35,600 – $39,300Compensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Ecommerce, SaaS, TechnologyIndustries

Requirements

1+ year of people management experience
2+ years working in Customer Support, Customer Success, or Implementation
Hands-on experience with onboarding, adoption, or churn mitigation
Comfortable leading billing and renewal conversations with customers
Strong sense of ownership and accountability
Clear communicator who leads with empathy and clarity
Proactive and solution-oriented — always looking for ways to improve
Customer-first thinking in every conversation and project
Fast learner who thrives in evolving environments

Responsibilities

Lead a team of 6–7 Product Specialists
Run regular 1:1s, performance check-ins, QA reviews, and growth conversations
Coach your team through implementation, adoption, and churn mitigation projects
Step in during escalations and sensitive customer conversations (billing, renewals, etc.)
Improve internal playbooks and create new processes as our product evolves
Collaborate closely with teams like Sales, Product, Success, and Support Ops
Become a Gorgias product expert and help your team get there, too

Skills

People Management

Team Leadership

Performance Coaching

Customer Success

Churn Mitigation

Product Adoption

Escalation Handling

Process Improvement

Playbook Development

Cross-functional Collaboration

QA Reviews

1:1 Meetings

Gorgias

AI-powered customer service for e-commerce

About Gorgias

Gorgias provides an AI-powered customer service solution tailored for Shopify stores in the e-commerce sector. Its main service automates the customer support process by sorting, prioritizing, and tagging customer inquiries, known as "tickets," as they arrive. This automation minimizes the need for manual ticket management, allowing businesses to save time and resources. Gorgias' AI can also deliver instant resolutions to customer issues, enhancing the efficiency of support operations. Additionally, the platform enables businesses to create detailed customer profiles that include order history, loyalty status, and reviews, which helps support teams offer personalized service. Gorgias operates on a subscription model, generating consistent revenue while helping businesses improve their customer service and reduce support workloads. The company caters to a diverse range of clients, from small businesses to large corporations, all within the competitive e-commerce landscape.

San Francisco, CaliforniaHeadquarters

2015Year Founded

$98.6MTotal Funding

SERIES_CCompany Stage

Consumer Software, AI & Machine LearningIndustries

201-500Employees

Benefits

Competitive salary

Health coverage

Generous equity package

Company offsites

Latest laptop

16-week parental leave

Catered meals

4 Weeks of vacation

Retirement benefits

Fully stocked kitchen

Risks

Increased competition from Zendesk and Freshdesk may impact Gorgias's market share.

Rapid expansion to 300 employees across 16 countries may cause operational inefficiencies.

Reliance on Shopify integration poses risks if Shopify changes policies or competes.

Differentiation

Gorgias offers AI-powered customer service tailored for ecommerce businesses.

The platform integrates seamlessly with Shopify, enhancing customer support efficiency.

Gorgias provides omnichannel support, including email, voice, SMS, and social media.

Upsides

Recent $29M funding will expand AI tools, automating 60% of customer support.

Gorgias serves over 15,000 ecommerce brands, including Steve Madden and Glossier.

The trend of hyper-personalization boosts demand for Gorgias's AI-driven solutions.

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