Senior Product Manager – Helpdesk

🕒 January 14

🏢🏡 New York City – Hybrid

💵 $193.1k - $213.4k / year

⏰ Full Time

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Gorgias

WebsiteLinkedInAll Job Openings

201 - 500 employees

💰 $30M Series C on 2022-08

Meet Gorgias, the customer service platform that’s designed for ecommerce merchants, and built to support all the tools in their stack. Our product unifies support over email, live chat, voice, Facebook, Instagram, Twitter, and SMS in one feed to help our merchants provide exceptional customer experiences at scale on Shopify, BigCommerce, and Magento.

📋 Description

• 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.

🎯 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. • Bonus: experience with helpdesk platforms, workflow tools, enterprise SaaS, or 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) • 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!