Customer Support Agent

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. ABOUT THE TEAM The Support team is part of the wider Customer Experience team, and is the backbone of the company; as we make software used by support, we also need to provide top-notch support. We are helping customers via chat, email, and video call, and are also available to support other departments in the company. Aside from doing support work, we are also our own product’s first and biggest customer! As such, we get to test all the cool new features we develop, give insights and suggestions, and get to shape how our software works. ABOUT THE ROLE The Application Associate is the core of support. You are the first line of contact for most of our customers, and your main task is to guide customers in the setup of their accounts, explain the various features and products we offer, and troubleshoot any issues that may arise. Aside from working only with customers, you are also able to act as a product expert and can support colleagues from other departments. The ideal candidate for this role is resilient, empathetic, loves testing new things, and never stops learning. This role's working hours are 10 AM - 6 PM CET Monday to Friday, with two days of mandatory office work. WHAT YOU’LL DO - Help our clients with questions on how to use our product, offer alternative solutions, and troubleshoot current scenarios provided by the client. Ensure that they receive the best experience possible! - Understand customer goals and their desired outcome from using the product through continuous data and feedback analysis. - Assist our clients with the setup, fine-tuning and troubleshooting of our AI Agent, a powerful tool that helps merchants automate inquiries from end customers WHO YOU ARE - We are looking for at least 2 years of previous experience in B2B customer support, preferably for a tech/software product. - You are fluent in both oral and written English. Fluency in other languages is a plus! - You are a fast learner who will use the product quickly and manage several support tickets on different channels (email, chat) simultaneously. - You are comfortable with video calls with customers to troubleshoot and help them get set up faster. - E-commerce knowledge is a big plus (Shopify, BigCommerce, Magento, etc.) - Understanding of LLMs and ability to write clear prompts is a big plus - You have a strong desire to provide exceptional support to clients! We sell support software, so it also makes sense to be the best at it! - Working with APIs or in the SaaS industry is a plus. Even better if you have previous experience troubleshooting APIs. - You are comfortable in a startup environment and have a passion for technology. AI at Gorgias At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola & others) and an annual L&D budget to explore new