Job Overview
Location
Belgrade
Job Type
Full-time
Category
Product Management
Date Posted
May 22, 2026
Full Job Description
đź“‹ Description
- • Serve as the first point of contact for Gorgias customers via chat, email, and video calls, providing expert guidance on product setup, feature usage, and troubleshooting.
- • Assist merchants in configuring and fine-tuning Gorgias’ AI Agent to automate customer inquiries, ensuring seamless integration with their e-commerce platforms.
- • Analyze customer goals and feedback to deliver personalized support solutions and improve overall user experience.
- • Troubleshoot technical issues related to API integrations, SaaS workflows, and platform-specific configurations (e.g., Shopify, BigCommerce, Magento).
- • Act as a product expert by testing new features, providing internal feedback, and influencing product development based on real-world customer interactions.
- • Collaborate with cross-functional teams to resolve complex customer issues and share insights that enhance product usability and functionality.
- • Maintain high-quality support standards by ensuring all customer interactions feel authentic, on-brand, and human-centered.
- • Manage multiple support tickets across channels simultaneously while maintaining accuracy, speed, and empathy in every response.
- • Participate in video calls with customers to demonstrate product functionality, guide setup processes, and resolve issues in real time.
- • Contribute to a culture of continuous learning by exploring and sharing new AI tools and workflows through internal channels like #powerup.
- • Leverage premium AI tools (ChatGPT, Claude, Granola) daily to enhance research, response quality, and efficiency in customer support tasks.
- • Stay updated on e-commerce trends and AI advancements to better support customers and anticipate their evolving needs.
- • Embrace a startup environment with rapid iteration, high autonomy, and a strong focus on innovation and customer obsession.
- • Work within a structured schedule: 10 AM – 6 PM CET, Monday to Friday, with two mandatory days per week spent in the Belgrade office.
- • Represent Gorgias as both a customer support agent and an internal product advocate, bridging the gap between user experience and product development.
🎯 Requirements
- • Minimum 2 years of B2B customer support experience, preferably in tech or software
- • Fluency in written and spoken English
- • Comfort with video calls for customer troubleshooting and onboarding
- • Experience with e-commerce platforms such as Shopify, BigCommerce, or Magento
- • Ability to troubleshoot API integrations and SaaS products
- • Strong desire to provide exceptional, human-centered customer support
🏖️ Benefits
- • Access to premium AI tools (ChatGPT, Claude, Granola) for daily work
- • Annual learning and development budget for exploring new tools and skills
- • Opportunity to influence product development as a first-hand user of Gorgias’ AI Agent
- • Collaborative, innovation-driven startup culture with weekly AI demo sessions
Skills & Technologies
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About Gorgias Inc.
Gorgias Inc. provides a helpdesk platform for e-commerce merchants. The cloud software centralizes customer support tickets from email, chat, social media, and voice into one dashboard. Automation rules, macros, and integrations with Shopify, Magento, and BigCommerce enable teams to resolve inquiries faster. Features include order editing, refunds, and revenue reporting tied to support interactions. Founded in 2015, the company serves over 12,000 online stores worldwide from offices in San Francisco, New York, Paris, and remote locations.
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