Customer Education Manager

Meet Gorgias, the leading customer experience platform tailored for ecommerce, empowering over 14,000 brands, including Steve Madden and Glossier, to offer exceptional support across channels like email, chat, voice, and social media.

Our one-of-a-kind product transforms how brands interact with their customers through unified customer conversations, AI automations that resolve up to 60% of support requests, and revenue-generating on-site campaigns.

As a leader in the CX space, Gorgias is committed to transforming customer experiences while fostering a sustainable and equitable workplace as a certified B Corporation.

Join us in our mission to deliver effortless support at every stage of growth.

About the Scaled Customer Experience Team

Our Scaled Customer Experience team drives customer adoption, growth, and retention via scaled, omni-channel lifecycle campaigns, in-product experiments and educational tactics.

Within this, Customer Education is responsible for planning and delivering 1:many content and experiences, including managing the Gorgias Academy, Instructor-Led Webinars, How-To Videos, Community and Help Center.

About the Role

We are seeking a passionate and experienced Customer Education Manager to evolve our Customer Education efforts.

You will work cross-functionally to build upon our extensive self-paced coursework in the Gorgias Academy, as well as develop and deliver high-impact live training programs. You will play the critical role of ensuring customers integrate our products into their operating rhythm and derive high value from them.

The ideal candidate will possess a strong background in customer education or instructional design, and SaaS, coupled with exceptional communication and project management skills. If you’re looking to have a big impact at a fast-growing company in your next role, we want to hear from you!

What You’ll Do

• Serve as editor-in-chief and build best in-class, engaging and interactive content including written and walkthrough guides, webinars, product trainings, certifications, and more.
• Host recurring live training sessions on various Gorgias features to support our customers and drive activation and feature adoption.
• Establish and be held accountable for metrics to measure the effectiveness and impact of educational programs (e.g. product usage, engagement rate, program CSAT), and continuously iterate to improve results.
• Identify and prioritize customer education opportunities through proactive engagement with customers, and cross-functional feedback to continuously improve the effectiveness of our training offerings.
• Ensure alignment of educational initiatives with overall business goals by collaborating cross-functionally with Product, Marketing, and Customer Success teams.

Our current tools stack include:

• Workramp
• Circle
• Wistia
• Camtasia
• Contrast

Who You Are

• You have at least 4 years of direct B2B, SaaS experience — preferably in user education, instructional design, customer success, or product marketing. You can come in and hit the ground running with fluency or proficiency in all the types of content listed above and the operations necessary to produce them.
• Exceptional written and verbal communication skills in English, with the ability to engage and motivate diverse audiences (both external and internal). Highly skilled at distilling complex concepts and articulating them clearly and concisely to them.
• Expert project manager and collaborator, that demonstrates strong follow-through and ability to self-manage multiple tasks and projects at once whilst meeting deadlines.
• Strong analytical mindset, with the ability to leverage data and insights to inform decision-making and measure the impact of educational initiatives.
• Highly adaptable individual who embraces change and knows how to pivot when confronted with new challenges. A constantly evolving product means changing features, users, and constant challenges to tackle. You should be able to adopt to ambiguous timelines, work cross-functionally, and design processes that help everyone scale.

Nice to Have

• Rudimentary understanding of SQL, HTML, Google Analytics and APIs
• AI industry experience

Perks and Benefits

• ????️ 5-week vacation
• ???? Paid sick leave (15 days)
• ???? 6 weeks full remote/year
• ???? Paid parental leave (16 weeks)
• ???? MacBook Pro
• ????️ CAD $400/month for lunch expenses (you’ll have your own Gorgias credit card)
• ???? We provide private health insurance and retirement pension
• ????????♀️ Get up to CAD $900 to set up your workstation at home (working from home should feel breezy)
• ???? Get up to CAD $2600 of learning material and wellness support per year! This includes CAD 1950 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a CAD 650 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!

Why join us?

???? 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! 

More cool things to know about Gorgias… ????

• 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]

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