Senior Product Manager - Helpdesk

Gorgias Conversational Experience Team

We bring together the AI Agent and the Helpdesk into one seamless surface, creating a truly unified conversational journey, for both shoppers and support agents. By owning both automation and human support in a single team, we can:

• Design holistic conversations across channels
• Eliminate friction between AI and human handovers
• Align AI capabilities tightly with real-world agent workflows

The result: brands can move effortlessly from self-service to agent-assisted support without breaking context, delivering a smoother, more efficient, and revenue-driving experience across the entire customer lifecycle.

About the Role

You'll join the Helpdesk team, which owns the core experience used daily by thousands of support agents to assist millions of shoppers. We're driving a multi-quarter transformation, Helpdesk 2.0, to modernise this surface, close long-standing product gaps, and reimagine what great support tools look like in an AI-first world.

Our vision: a platform where AI Agents resolve the majority of routine inquiries, while empowering human agents to step in at the right moments with full context, clear next steps, and powerful tools to act quickly and effectively.

What You'll Do

• Own and drive major parts of the Helpdesk 2.0 roadmap, with a focus 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 (merchant interviews, NPS feedback, support tickets) 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.

Who You Are

• Customer-obsessed and motivated by real-world impact, you care deeply about 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, you combine metrics with qualitative feedback to guide your decisions.
• Excited about how AI is transforming support and curious about how humans and AI will work together.
• Comfortable balancing short-term wins with investing in long-term foundations.
• Bonus: experience with helpdesk platforms, workflow tools, enterprise SaaS, or operational team tooling.

Company Benefits & Perks

• 5-week vacation plus 2 weeks RTT (We follow each country's appropriate PTO Laws)
• Paid sick leave
• Paid parental leave (16 weeks)
• MacBook Pro
• Personal credit card to buy lunches (we use Swile)
• We provide private health insurance (we use GAN)
• Get up to €700 to set up your workstation at home (working from home should feel breezy)
• Get up to €2000 of learning material and wellness support per year! This includes €1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a €500 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.
• Every quarter, we organize an online company-wide summit to discuss where we're going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!

AI at Gorgias At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola & others) and an annual L&D budget to explore new ones.

The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.

We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better.