What are the responsibilities and job description for the Senior VP of Engineering (SVPE) position at Gorgias?
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.
TL;DR : Ecommerce merchants spend $2b per year on their support team. Gorgias is building a Conversational AI that drives sales and automates CX for merchants. We're currently at $70m in ARR and the goal is to get to $200m by 2027. What's in it for you? Take a company to IPO while being a member of the exec team and owning the whole engineering team. We're at 100 engineers today, we're growing the team 50% next year and the goal is to aim for 250m ARR in 4 yrs.
We're building a conversational AI that drives sales and automates CX for merchants
We are uniquely positioned to lead the development of Conversational AI. As a customer service company operating in the transactional space of ecommerce, our goal is to build an AI that not only automates support but also drives sales and streamlines internal tasks for merchants.
Today, we empower merchants to succeed and grow by offering a conversational AI that automates CX requests and boosts sales across all channels. We've built the #1 helpdesk for Shopify, with an AI that automates customer experience (CX). Over 15,000 brands, including Timbuk2, Steve Madden, and Mr. Beast, rely on us daily. Read customer stories here.
We believe in empowering entrepreneurs to push commerce forward. By supporting commerce, we're contributing to an industry that employs the most people globally and sustains millions of jobs.
Our mission is to serve all merchants-whether online or in the physical world, and across every geography. For now, we're focusing on ecommerce merchants on Shopify, particularly those generating between $1M and $1B in Gross Merchandise Value. We bring all customer conversations into one place, leveraging their unique data to automate tier-1 support and free up teams to focus on driving revenue and building customer loyalty.
Customer experience is at the heart of everything we do. Today, this means focusing primarily on support, but we are also expanding our efforts to include product discovery and sales.
For our engineering team, success means empowering merchants to deliver exceptional customer experiences through a stable, fast platform that leverages AI to automate conversations, reduce support costs, and drive revenue for brands. We're seeking an SVP of Engineering to lead this function-someone passionate about building innovative products, customer-obsessed, skilled at solving technical challenges, and eager to own business outcomes as we evolve into a multi-product company.
TAM : $4b
- Helpdesk : $140m
- Automate : $860m
- AI Shopping assistant : $4b
ARR : $70m
Funding : $101m
What's the opportunity for you?
Going multi-product . Specifically their new Marketing Suite with an AI Agent that knows how to sell and increases the GMV for their merchants.
Your mission over 18 months : scale our conversational AI platform for ecommerce
Coach or hire leaders to support our vision.
A director of engineering for their Support Suite product (core product)
Level up data infrastructure especially around data storage (databases) and data streaming, crucial. To build the best AI, you need the best data.
Improve reliability and stability of our platform
Your role : Senior VP of Engineering Scope, all engineering functions, 100 people
Team : 100 people, 7 direct reports
What are we looking for? Your profile :
Characteristics
You believe in our principles
We want to reach IPO scale in 3 yrs
Opportunity : commerce accounts for 20% of the global GDP and SaaS for commerce is growing 20% YoY. We'll get to $1b ARR by becoming the CRM for commerce.
Source
https : / / investors.bigcommerce.com / static-files / d620947e-8d23-4a88-a6a9-60bcb2ec608c
The future is Conversational AI for Enterprise : we'll get to $200m ARR by 2027 by going upmarket and stepping into Marketing
We'll do this in 3 steps :
Shopify is only 1 / 3 of the overall ecommerce TAM. And the market is growing 20% YoY (2x every 4 years)
We'll get to $70m ARR this year by automating 30% of support for merchants
Compensation
335-400k total cash 0.79-1% equity (based on profile)
Location
This position is based in New York City, Toronto, or Paris.
We come to the office on Wed Thu.
More cool things to know about Gorgias...
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.
We also recognize that individuals from diverse backgrounds-especially women and underrepresented groups-may hesitate to apply if they don't meet every requirement. If this role excites you and you're eager to grow, we strongly encourage you to apply, even if you don't check every box. You might bring something unique and valuable that we didn't even know we needed.
If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at accommodation@gorgias.com . Let's grow together!
Salary : $2 - $70
