Senior Vp of Engineering

Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands.

Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.

**TL;DR**:Ecommerce merchants spend $2b per year on their support team. Gorgias is building a Conversational AI that drives sales and automates CX for merchants. We’re currently at $70m in ARR and the goal is to get to $200m by 2027. What's in it for you? Take a company to IPO while being a member of the exec team and owning the whole engineering team. We're at 100 engineers today, we're growing the team 50% next year and the goal is to aim for 250m ARR in 4 yrs.

**We’re building a conversational AI that drives sales and automates CX for merchants**:
We are uniquely positioned to lead the development of Conversational AI. As a customer service company operating in the transactional space of ecommerce, our goal is to build an AI that not only automates support but also drives sales and streamlines internal tasks for merchants.

Today, we empower merchants to succeed and grow by offering a conversational AI that automates CX requests and boosts sales across all channels. We’ve built the #1 helpdesk for Shopify, with an AI that automates customer experience (CX). Over 15,000 brands, including Timbuk2, Steve Madden, and Mr. Beast, rely on us daily. Read customer stories here.

We believe in empowering entrepreneurs to push commerce forward. By supporting commerce, we’re contributing to an industry that employs the most people globally and sustains millions of jobs.

Our mission is to serve all merchants—whether online or in the physical world, and across every geography. For now, we’re focusing on ecommerce merchants on Shopify, particularly those generating between $1M and $1B in Gross Merchandise Value. We bring all customer conversations into one place, leveraging their unique data to automate tier-1 support and free up teams to focus on driving revenue and building customer loyalty.

Customer experience is at the heart of everything we do. Today, this means focusing primarily on support, but we are also expanding our efforts to include product discovery and sales.

For our engineering team, success means empowering merchants to deliver exceptional customer experiences through a stable, fast platform that leverages AI to automate conversations, reduce support costs, and drive revenue for brands. We’re seeking an SVP of Engineering to lead this function—someone passionate about building innovative products, customer-obsessed, skilled at solving technical challenges, and eager to own business outcomes as we evolve into a multi-product company.

**TAM: $4b**
- Helpdesk: $140m
- Automate: $860m
- AI Shopping assistant: $4b

**ARR: $70m**
- ARR YoY Growth: 33%

**Funding: $101m**
- March 2024: $29 million in Series C-2 funding from existing investors (SaaStr and Alven), with participation from Amplify, Horsley Bridge, Shopify, Sapphire, CRV and Transpose.
- August 2022: $30m in Series C-1 from Shopify and Transpose
- December 2020: $25m in Series B from Sapphire, Alven, CRV, Greycroft, FJ labs
- November 2019: $14m in Series A from Amplify, Alven, CRV, SaaStr

**What’s the opportunity for you?**:

- ** High impact role as the #1 engineering leader reporting into a founding CEO**, trusted with instilling best practices, influencing business strategy and the technical roadmap.
- Lead an ambitious engineering team and leverage your network to attract top talent as you scale the org. Complex technical challenges include:

- ** Going multi-product**. Specifically their new Marketing Suite with an AI Agent that knows how to sell and increases the GMV for their merchants.
- ** Building a conversational AI at scale**, with 1.6 million automated customer conversations per month
- ** Going upmarket**. Requires building some enterprise specific features such as better reporting, skills based routing and higher reliability guarantees.

**Your mission over 18 months: scale our conversational AI platform for ecommerce**:

- ** Scale the Engineering Team and Processes to support 2 product lines: AI support agent and AI sales agent.**
- Coach or hire leaders to support our vision.
- A director of engineering for their Support Suite product (core product)
- Senior Staff Engineering and Director of Engineering for Support Suite.
- Launch a second product, AI Sales agent, in GA and reach $5m ARR.
- Get our AI Support agent to automate 3m customer interactions a month
- ** Build the best CRM platform in the space to support convers