Job description
Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands.
Built for Shopify and powered by advanced ecommerce integrations, Gorgias’s conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.
✨ About the Role
We’re looking for a Team Lead to join our Success Operations team. We support mid-market customers by reducing churn, driving adoption of key features (like AI Agent and Shopping Assistant), and helping them get the most value out of Gorgias.
You’ll lead a group of Customer Product Specialists based in Argentina, Serbia, El Salvador, and the Philippines. Your focus will be to support their growth, manage performance, unblock day-to-day challenges, and guide customer interactions that drive retention and success.
This role is about leading with purpose, identifying opportunities for improvement, mitigating risks, and making sure your team is always one step ahead in helping customers succeed.
🎯 What You’ll Do
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
🧠 What We’re Looking For
Experience:
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
Mindset:
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
🌎 Where You’ll Work
This role is based in Buenos Aires, ideally to support the current team structure and time zone alignment. The team is distributed across Argentina, Serbia, El Salvador, and the Philippines, and we operate with trust, collaboration, and a lot of initiative.
🧰 Tools We Use
Gorgias, Notion, Asana, Google Workspace, Chargebee
Bonus if you’ve worked with SQL — but it’s not required.
📌 Hiring Process
Intro chat with our recruiter
Async skills assessment
Case study
Final interview with leadership and team peers
💬 Why Join Us
You’ll play a key role in shaping how we help customers succeed at Gorgias. You’ll support a high-performing team, improve how we operate, and help make Gorgias more valuable to thousands of merchants around the world.
If you’re ready to lead with empathy, drive impact, and grow alongside your team — we’d love to meet you.
Benefits & Perks
🏖️ 5-week vacation
🤕 Paid sick leave (15 days)
🌏 6 weeks full-remote/year
🧸 Paid parental leave (16 Weeks)
🍽️ $300/month for lunch expenses (you’ll have your own Gorgias credit card)
🏥 Included in your offer’s calculation, there’s a 5% bonus for healthcare to compensate for Private Health costs
💆🏻♀️ Get $700 to set up your workstation at home (working from home should feel breezy)
📚 Get $2000 of learning material and wellness support per year! 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!
Diversity & Inclusion at Gorgias
We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences, and perspectives. At Gorgias, we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status.
If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at [email protected]. Let’s grow together!
