Associate Customer Education Specialist, Partner Academy

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 Customer Education & Enablement team builds scalable, high‑impact learning experiences that drive adoption, proficiency, and long‑term value across the Gorgias ecosystem. We own self‑serve education across the Gorgias Academy, certifications, webinars, videos, and community programs, designing learning that scales with both our product and our AI‑first strategy. As Gorgias grows and evolves, education plays a critical role across multiple audiences—including customers, partners, and internal teams—by enabling consistent, high‑quality learning at scale. About the Role We are looking for a Customer Education Specialist to design and deliver high‑quality learning experiences across the Gorgias ecosystem. In the near term, this role will focus primarily on the Gorgias Partner Academy, working closely with the Customer Education team to extend and contextualize existing customer education. Over time, this role may contribute to additional customer education initiatives, internal enablement, or other strategic learning programs as team priorities evolve. This role requires deep, hands‑on engagement with the Gorgias product. You will be expected to become a power user, capable of independently testing workflows, validating behaviors, and understanding how Gorgias functions in real‑world e‑commerce environments. Curiosity, technical rigor, and the ability to ask the right questions are essential to success. In addition to academy ownership, this role supports webinars, video creation, and community engagement as part of broader Customer Education initiatives. This role reports to the Manager of Customer Education and Enablement and works closely with Customer Education, Partnerships, Product, and Product Marketing teams. What You’ll Do Design and Maintain Scalable Learning Experiences Design, build, and maintain structured, modular learning experiences that support different audiences and use cases. Apply strong instructional design principles to create thoughtful, outcome‑driven learning. Ensure learning content is efficient to maintain and scale by intentionally designing for reuse, clarity, and long‑term sustainability. Contribute to multiple education surfaces, including academies, webinars, videos, and community content. Contribute to the Gorgias Partner Academy Act as a key contributor and owner for the Partner Academy, ensuring it complements and extends the Customer Academy. Design learning experiences that fill gaps, add context, and connect the dots between customer‑facing education and partner enablement. Work closely with the Customer Education team to reuse and adapt existing content, maintain consistent standards, and ensure operational efficiency across programs. Build learning paths tailored to partner needs, while keeping content modular and reusable across audiences. Design Modern, AI‑First Learning Experiences Design content intentionally for AI retrieval and reuse, with clear structure, consistent terminology, and strong information architecture. Continuously refine content structure so learning can be surfaced effectively by AI systems, search, and future AI‑powered learning experiences. Contribute to evolving best practices for AI‑first learning design within the Customer Education team. Develop Deep Product Expertise Build deep hands‑on mastery of the Gorgias platform, including core workflows, configurations, and common real‑world use cases. Independently test product behaviors, validate edge cases, and confirm how features behave in practice before publishing educational content. Maintain realistic demo environments and test accounts to explore different configurations and scenarios. Ask thoughtful, precise questions when product behavior is unclear, and work with Product, Product Marketing, and Customer‑facing teams to validate assumptions. Support Live and Asynchronous Enablement Support webinars and live training sessions, including content design, facilitation, and iteration based on feedback. Create educational videos, balancing clarity, accuracy, and speed. Contribute to engagement within the Gorgias Community, supporting educational discussions and sharing relevant resources. Collaborate Cross‑Functionally and Drive Impact Work closely with: Partner Success Managers and other customer‑facing teams to identify education gaps Product Managers to understand product intent, roadmap, and known limitations Product Marketing Managers to ensure education reflects positioning and launches Define and track success metrics for education initiatives, using engagement data and qualitative feedback to continuously improve learning outcomes. Our Tool Stack Sana – learning management system Circle – Community management Clueso – Video creation Who You Are You have 3–5+ years of experience in customer education, enablement, instructional design, or a related role in B2B SaaS. You enjoy becoming a product power user and are comfortable spending time inside tools to understand how they work in practice. You have experience testing workflows, validating behaviors, and exploring edge cases to ensure educational content is accurate and trustworthy. You are naturally curious and analytical, with a strong instinct for asking the right questions and challenging assumptions. You can translate complex, technical product behavior into clear, structured learning experiences. You understand the e‑commerce ecosystem or have experience supporting SaaS tools used by operational teams. You bring a strong instructional design mindset, with a focus on modular, reusable, and scalable learning. You are excited about designing education for an AI‑first world, optimizing content for retrieval, reuse, and scale. You are highly organized, comfortable working cross‑functionally, and able to balance speed with accuracy in a fast‑moving environment. 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, Cursor & others) and an annual L&D budget to explore new ones. We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better. AI use in Recruiting at Gorgias We use AI tools to assist in managing and assessing applications, with human oversight at every stage. Diversity & Inclusion at Gorgias We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision‑making. If you need accommodations during the application or interview process, please contact us at accommodation@gorgias.com #J-18808-Ljbffr