Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

About the Team

Our Data Analytics team is a cross-functional team that works hand-in-hand with all of the other teams at Gorgias (Marketing, Partnerships, Sales, Success, Support, Product and Engineering).

Our core mission is to maximize Gorgias’s impact by empowering our stakeholders to make data-backed decisions by providing them with accurate data & assisting them in driving insights.

The team itself is composed of two main sub-teams:

• Business Intelligence: partners with the rest of the company by providing ROI driven insights and recommendations, and by giving them the data resources needed to achieve goals. The team consists of 8 members, specializing in two key areas of expertise: product analytics, and holistic business insights.

• Analytics Engineering: responsible for the management and maintenance of the Data Platform, including all data pipelines and assets. Their primary goal is to ensure that accurate and easily accessible data is provided at scale to end users.

About the Role

• You will join the BI team and support the growth of our core product, Gorgias Helpdesk 💬 It’s the #1 helpdesk for ecommerce brands that provides best in class support to customers to maximize conversion and retention 🔥

• You will assist our lead Data partner of the Helpdesk Tribe, and collaborate with both product and go-to-market teams. This is a golden opportunity for constantly influencing the short and long term strategy of the Tribe by combining analytical results and product knowledge to drive strategic decisions.

• More precisely, you will:

  • Deliver key insights by analyzing product features, adoption behaviors and retention trends. 💡 Is the launch of this new feature a success? How to drive product adoption among targeted merchants? Why do we see a drop in performance of this feature? Here are some questions you will answer by combining product knowledge and analytics.

  • Create / monitor data products to track metrics using SQL and dbt to empower the Tribe in their data-driven initiatives.

  • Contribute to the overall Tribe strategy: switching from long-run Tribe impact (contribution to the roadmap) to day-to-day tangible impact (ad-hoc projects) ensures a healthy balance which makes the job always exciting.

  • Partner with other teams to support their initiatives (experiments & a/b testing analyses with Success or Marketing, data formatting with Engineering to ensure easy-to-use data, etc.).

  • Educate and share knowledge to stakeholders via data townhalls and office hours.

• You’ll have the opportunity to collaborate and sometimes lead cross-functional initiatives. Some examples of projects:

  • Build a reliable data product that centralizes key adoption metrics for cross-team stakeholders.

  • Implement a fluid and standardized process to track the impact of new features/projects.

  • Focus on key product analytics (analysis of churn, adoption, automation rate evolution, etc.) and potentially build a playbook to automate recurrent analytics and drive enablement for other teams.

  • Other cross-team projects such as revamping pricing strategy (How to optimize our pricing model under revenue maximization and churn minimization constraints?).

If you like working with data, excited by product analytics and growth, and motivated by having an impact on the business where you work, we want to hear from you! 🙂

Who You Are

• You have 2+ years of hands-on experience working with data.

• You are very data-driven, with strong problem-solving skills: you have experience analyzing complex, large-scale data sets to make decisions based on data.

• You are proficient in SQL