[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