Support Team Lead (Product Specialists)

Adviters; A distancia; ARS 43.457.000 - 47.804.000; Jornada completa

Descripción de la vacante

A leading AI platform provider is seeking a Product Specialist Team Leader to manage a team responsible for enhancing customer experiences and reducing churn. This role requires at least a year of management experience and a strong background in customer support or implementation. The ideal candidate will be data-driven, possess strong project management skills, and have excellent de-escalation capabilities. The position offers a competitive salary range of $30K - $33K with opportunities for professional development.

Formación

• At least a year of management experience.
• Experience in customer implementation, success, or support for 2+ years.
• Strong project management skills.

Responsabilidades

• Lead the Product Specialist team with performance management processes.
• Monitor and coach team’s quality assurance.
• Handle escalations and manage at-risk clients.

Conocimientos

Management experience

Customer experience

Project management

Data-driven decision making

De-escalation skills

Herramientas

SQL

Descripción del empleo

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.

About the Team

Join our team for the opportunity to work with a passionate and motivated group whose focus is driving impact for merchants and the company through implementation, consultation, and strategic conversations. Be always on the lookout to provide high‑touch interactions with our merchants that can drive results and minimize blockers and objections from a customer‑first perspective. Display extreme ownership by driving a function or key result area of the support operation from start to finish, returning results that serve the team's vision. Guide your team to success and encourage their growth by becoming experts in the field and the Gorgias products, contributing to the company's goals through different high‑scale initiatives.

About the Role

As a Product Specialist Team Leader, you will lead a team that provides high‑touch interactions through consult calls, positively impacting the customer’s account status and reducing churn by helping companies effectively use Gorgias features. You will coach, mentor, and manage a team of high‑performing employees distributed across Argentina, Serbia, El Salvador, and the Philippines with a focus on progressing their professional growth. You will lead by example by helping customers, inspiring your team with data‑driven decisions, and being an expert on the product and the industry to reach your team’s key objectives. As a Team Leader in a client‑facing role, you display superb customer service skills, positive energy, tenacity in solving problems, proactiveness, and truly caring about helping customers with the correct platform use while supporting Gorgias’ goals.

What You’ll Do

• Lead the Product Specialist team by using performance management and development processes: weekly performance check‑ups, bi‑weekly 1:1s, monthly career paths, and quarterly performance reviews to support their growth.
• Monitor and coach the team’s quality assurance and efficiency metrics regularly.
• Manage your KRs (project management, scoping, reporting, etc.) to success.
• Handle escalations reported by the team and manage clients who have had a negative experience or are at churn risk.
• Work together with Success, Sales, and other cross‑functional partners to help drive the best support for our clients as well as our leads.
• Improve platform and services adoption rate, accelerate customer growth, and reduce churn.
• Become proficient with the product and translate client requirements to the capabilities of the product.
• Work with other leaders to identify and take action on bottlenecks and areas of improvement within the customer experience and internal processes.

Who You Are

• You have at least a year of management experience.
• Experience working in customer implementation, success, or support with a focus on customer experience for 2+ years.
• Great project management and planning skills with a growth mindset.
• Very data‑driven and keen to approach challenges with properly backed information and resources. SQL experience is ideal.
• A well‑rounded leader who can coach, mentor, and manage direct reports while transmitting the company’s vision.
• Strong de‑escalation skills and comfortable working with different aspects of Gorgias including customer journeys, quality, billing and subscription, Gorgias products, etc.

More cool things to know about Gorgias

• Raised our Series C‑2 for $29M in May 2024: Article
• We went from 0 to 15,000+ merchants using our platform since 2016.
• We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score.
• Discover the Gorgias Platform: Learn more
• Learn about our Compensation Policy.

Diversity, Equity, and Inclusion at Gorgias

At Gorgias, we’re dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.

Compensation Range

$30K - $33K