Senior Product Manager - Helpdesk

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. 🧠 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. 💼 WHAT YOU’LL DO - 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. 🧑‍💻 WHO YOU ARE - 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 t...