Customer Education Specialist

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.

About the team

The Customer Education team is a part of the CX organization and we are small but mighty. We are responsible for planning and delivering content to all Gorgias users, with a focus on driving product adoption and improving time to value. This team manages the academy, community, webinars and help center.

We like to stay humble but in the interests of honesty here are a few of our latest achievements:

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

About the role

The Help Center lead will own our company help center end to end, including giving our current articles a facelift, working with Product and Support, developing and implementing improved process, and reporting. The perfect candidate would be autonomous, have a passion for Product, be experienced with technical writing/technical documentation and thrive in a startup environment (we move quickly).

What you’ll do

• Create resources for our CX and Support teams to share with customers
• Write public technical documentation for the Gorgias help center
• Take the lead on refreshing our database of current help center articles
• Manage and action inbound article update requests from the wider Gorgias team
• Work closely with Product and Support on new feature releases
• Develop/implement new processes to ensure information is up to date
• Own reporting on help center user engagement
• Use data to identify gaps, recommend solutions and prioritise projects
• Gather and interpret user feedback, translating it into actionable items
• Communicate internally with stakeholders
• Interact with our users in the Gorgias community
• Produce customer-facing education material to be used in onboarding, product adoption campaigns and troubleshooting, including articles, academy courses, videos and customer communications

Who you are

Essential

• Passionate about Product and the technical side of SaaS
• Proficient technical writer
• Highly autonomous
• Excellent communicator, both written and verbal
• Always conscious of content being customer-first
• Highly skilled at taking complex processes/ideas and translating them into easy-to-follow steps
• Confident in a fast-paced, lean-resourced startup environment
• Excited to experiment and try new things
• Detail-oriented and a stickler for documentation
• Comfortable to take on additional customer education projects outside of help center if bandwidth permits (eg. webinars, community, etc…)
• Metrics-driven and comfortable working towards a target

Ideal but not dealbreakers

• Background in customer education, product marketing, customer success or customer support
• Experience with ecommerce platforms/processes
• Rudimentary understanding of SQL, HTML, Google Analytics and/or API’s
• 1-2 years in SaaS startup environment

Perks and Benefits

• ???????? Canada
• ????️ 4-week vacation (We follow each country’s appropriate PTO Laws)
• ???? Paid sick leave
• ???? Paid parental leave (16 weeks)
• ???? MacBook Pro
• ????️ Personal credit card to buy lunches (you’ll have your own Gorgias credit card)
• ???? We provide private health insurance and retirement pension
• ✈️ For a smooth onboarding, we invite you to the closest office to your location for one week (flights and accommodation are handled by Gorgias).
• ????????♀️ 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!)

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 accommodation@gorgias.com

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