Senior Product Manager - Helpdesk
WFA Digital Insight
The demand for skilled product managers in the conversational commerce space has surged, with a 25% increase in job postings over the last year. As more brands prioritize seamless customer experiences, the need for experts who can bridge the gap between AI and human support grows. Gorgias, a leader in this field, is looking for a Senior Product Manager to drive the evolution of their helpdesk platform. With the company's mission to make conversational commerce a reality, this role offers a unique opportunity to shape the future of ecommerce. Candidates should be prepared to showcase their expertise in product development, AI integration, and customer-centric design.
Job Description
About the Role
The Senior Product Manager will be part of the Helpdesk team, responsible for shaping the future of conversational commerce. This role entails driving the development of the helpdesk platform, ensuring a seamless experience for both support agents and customers. The ideal candidate will have a deep understanding of AI-powered systems and their applications in customer support. The team is currently undergoing a multi-quarter transformation, Helpdesk 2.0, to modernize the platform and close long-standing product gaps.The role matters because it will enable Gorgias to deliver a more efficient and effective customer experience, driving revenue growth and customer satisfaction. The Senior Product Manager will work closely with the Engineering and Design teams to modernize and ship core helpdesk capabilities.
What You Will Do
- Own and drive major parts of the Helpdesk 2.0 roadmap, focusing 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 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
- Develop and maintain a deep understanding of customer needs and market trends
- Collaborate with cross-functional teams to ensure alignment and effective communication
What We Are Looking For
- Customer-obsessed and motivated by real-world impact, with a passion for 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, combining metrics with qualitative feedback to guide decisions
- Excited about how AI is transforming support and curious about how humans and AI will work together
- Strong communication and interpersonal skills, with the ability to work with cross-functional teams
- Experience with product development methodologies, such as Agile or Scrum
Nice to Have
- Experience with conversational commerce or AI-powered customer support platforms
- Knowledge of natural language processing or machine learning technologies
- Familiarity with cloud-based infrastructures and microservices architecture
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a cutting-edge conversational commerce platform
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work options
- Access to the latest technologies and tools
- Recognition and reward for outstanding performance
How to Stand Out
- Develop a deep understanding of AI-powered systems and their applications in customer support to stand out as a candidate
- Showcase expertise in product development, AI integration, and customer-centric design in your portfolio
- Prepare to discuss how you have driven the evolution of a product or platform in previous roles
- Be ready to provide specific examples of how you have improved performance and reliability in complex systems
- Research Gorgias and the conversational commerce space to demonstrate your knowledge and interest in the field
- Practice your technical collaboration skills, as you will be working closely with engineers and designers
- Highlight your ability to work effectively in a fast-paced, dynamic environment with multiple stakeholders
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