Gorgias helps e-commerce companies deliver excellent customer service at scale. We integrate email, live chat, voice, Facebook, Instagram, and SMS with Shopify, BigCommerce, and Magento.

Our product creates a unified customer profile by combining emails, live-chat, and social-media messages with e-commerce data such as purchase and delivery info. Combining all this data in a single application makes customer service more efficient and just better. Another fortunate side-effect is that some requests are completely automated using machine learning. 💬 + 📦 = ❤️

We’ve been around since 2015, and we’re serving over 8000+ e-commerce businesses, including Steve Madden, Timbuk2, Decathlon, and Sports Illustrated.

Our growth exceeded 200% in 2020, so we raised $25 million Series B in December 2020 to double our global team and to accelerate our progress towards our mission to transform support from painful to exceptional for merchants. 🥳
About the Team

The team’s primary function is to improve the productivity of Support Agents through Gorgias and, in turn, to help merchants improve the quality of the customer support process. We do this through three main means:
First, we enable merchants to automate responses and actions for common support requests, through a rules system. This eliminates all the trivial work and helps Support Agents to focus where their time is really important. And in those areas the Productivity team provides efficiency tools as well
Second, Agent Efficiency features: auto-tagging and route tickets, template responses, and phrase prediction
Third, improve adoption of the Productivity features, by identifying automation opportunities for the merchant.

What You’ll Do

As an ML engineer in the Productivity team, you will
Host, build, and maintain ML models that power high traffic, high impact product features
Own the maintenance and reliability of the production services that expose the ML models through APIs
Work with the Product team to identify the best opportunities to apply ML
Perform research and POCs required to determine the best tradeoffs between quality, cost, and customer impact
Stay up to date with the major advances in ML and NLP
Innovate to improve existing solutions

Who You Are

3+ years of experience in delivering and running NLP ML models in production
worked with a popular ML python library in the past, such as TensorFlow, PyTorch, Keras, etc.
familiar with working in common interactive Notebooks environments such as Jupyter or Zeppelin
proficient in working with data frames in python
able to articulate the results of your research work for various audiences

Nice to Have

past experience with big data and data pipelines
familiar with hosting ML Services and models on K8s
familiar with terraform

Perks and Benefits

🏖️ 5-week vacation
🤕 Paid sick leave
🧸 Paid parental leave (12 weeks)
💻 Latest MacBook Pro
🍽️ Personal credit card to buy lunches (we use Swile)
🏥 We provide private health insurance (we use Alan)
💆🏻‍♀️ Get up to $700 to set up your workstation at home (working from home should feel breezy)
📚 Get up to $2000 of learning material per year (includes books**,** courses, training sessions that are easily identified and linked with your job scope)
🥰 Every quarter, we organize a company-wide summit to discuss where we’re going and strengthen the social bonds (once the health situation allows it, we’ll transform these summits into offsites!)

Why join us?

🚀 We’re among the fastest-growing startups in the eCommerce ecosystem
🦄 We’ve built an extremely efficient go-to-market engine
🥇 Work with a talented team you’ll learn a lot from
🙏 Join a company where automation, good & clean data are core beliefs shared by all

More cool things to know about Gorgias… 😁

• Raised our Series A for $14M in November 2019: techcrunch.com/2019/11/26/gorgias-series-a
• Raised our Series B for $25M in December 2020: https://techcrunch.com/2020/12/10/gorgias-series-b/
• We went from 0 to 7000 merchants using our platform every day from 2016 to 2021
• We have a 4.5 rating on Glassdoor
• What our customers are saying: apps.shopify.com/helpdesk#reviews
• Our software stack: stackshare.io/gorgias
• Other positions: jobs.lever.co/gorgias

Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.