Senior Product Manager - Helpdesk

Gorgias • New York, NY

33d

About The Position

We believe conversations will become the #1 way to shop.
At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift.
Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.
To win, we focus relentlessly on:
Quality: conversations that feel authentic and on-brand.
Experience: effortless shopping from chat to checkout.
Re-engagement: personal, 1-1 dialogue instead of noisy marketing.
The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.
Join us to make Conversational Commerce real.
🚀 Join the Conversational Experience Team at Gorgias
At Gorgias, we believe conversations are the new storefront. In the next three years, more shoppers will interact through chat than traditional browsing. That’s why we’re building a unified AI Agent that powers these conversations across every channel, delivering fast, accurate answers, increasing revenue, reducing support costs, and enabling brands to offer a fully automated, end-to-end customer journey.
🧠 What is the Conversational Experience team?
We bring together the AI Agent and the Helpdesk into one seamless surface, creating a truly unified conversational journey, for both shoppers and support agents. By owning both automation and human support in a single team, we can:
Design holistic conversations across channels
Eliminate friction between AI and human handovers
Align AI capabilities tightly with real-world agent workflows
The result: brands can move effortlessly from self-service to agent-assisted support without breaking context, delivering a smoother, more efficient, and revenue-driving experience across the entire customer lifecycle.
🎯 About the Role
You’ll join the Helpdesk team, which owns the core experience used daily by thousands of support agents to assist millions of shoppers. We're driving a multi-quarter transformation, Helpdesk 2.0, to modernise this surface, close long-standing product gaps, and reimagine what great support tools look like in an AI-first world.
Our vision: a platform where AI Agents resolve the majority of routine inquiries, while empowering human agents to step in at the right moments with full context, clear next steps, and powerful tools to act quickly and effectively.

Requirements

• Customer-obsessed and motivated by real-world impact, you care deeply about improving everyday workflows.
• Experienced in owning complex, system-heavy product areas, with a track record of long-term evolution and platform thinking.
• Fluent in technical collaboration, able to work closely with engineers on architecture, performance, and real-time behavior.
• Structured, organized, and effective at managing ambiguity, prioritization, and stakeholder alignment.
• Insight-driven, you combine metrics with qualitative feedback to guide your decisions.
• Excited about how AI is transforming support and curious about how humans and AI will work together.
• Comfortable balancing short-term wins with investing in long-term foundations.

Nice To Haves

• experience with helpdesk platforms, workflow tools, enterprise SaaS, or operational team tooling.

Responsibilities

• Own and drive major parts of the Helpdesk 2.0 roadmap, with a focus on agent experience, platform reliability, and enterprise-grade workflows.
• Partner with Engineering and Design to modernize and ship core helpdesk capabilities: routing, rules, real-time systems, views, and availability.
• Build scalable features that unlock larger enterprise deals, reduce churn, and support complex team structures.
• Close product gaps by making capabilities coherent, reusable, and consistent across the platform.
• Improve performance and reliability by identifying and resolving technical debt that affects agent trust and user satisfaction.
• Design seamless AI–human collaboration workflows, enabling smart, lossless handovers.
• Leverage qualitative insights (merchant interviews, NPS feedback, support tickets) and quantitative data to prioritize usability improvements.
• Own the full product lifecycle, from discovery and problem framing to delivery, rollout, and continuous iteration with success measured by NPS and retention.

Benefits

• 5-week vacation plus 2 weeks RTT (We follow each country's appropriate PTO Laws)
• Paid sick leave
• Paid parental leave (16 weeks)
• MacBook Pro
• Personal credit card to buy lunches (we use Swile)
• We provide private health insurance (we use GAN)
• Get up to €700 to set up your workstation at home (working from home should feel breezy)
• Get up to €2000 of learning material and wellness support per year! This includes €1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a €500 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees