[Remote] Senior Product Manager - Helpdesk
Note: The job is a remote job and is open to candidates in USA. Gorgias is a company focused on transforming ecommerce through AI-driven customer interactions. The Senior Product Manager for Helpdesk will lead the development of a modern helpdesk platform, enhancing agent experiences and integrating AI capabilities to streamline customer support.
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
Skills
- 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
- Experience with helpdesk platforms
- Workflow tools
- Enterprise SaaS
- Operational team tooling
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 https://www.swile.co/en-FR)
- 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!
Company Overview
Company H1B Sponsorship