Senior Product Manager - AI

We believe conversations will become the #1 way to shop.

At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift.

Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.

To win, we focus relentlessly on:

• Quality: conversations that feel authentic and on-brand.

• Experience: effortless shopping from chat to checkout.

• Re-engagement: personal, 1-1 dialogue instead of noisy marketing.

The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.

Join us to make Conversational Commerce real.

About the Product team at Gorgias

At Gorgias, Product teams work cross-functionally with GTM functions, think “whole product”; Product Managers are full-stack and own outcomes. They are, therefore, responsible for the entire lifecycle of product development from discovery, delivery, adoption, and measuring impact.

Our roadmap is always focused on delivering the most customer value by prioritizing features according to (1) impact, (2) team & customer feedback, (3) effort & risks as well as (4) company vision.

Lastly, note that Gorgias is a fast-paced and high-growth company, and our team reflects that: we need to be agile, concise & precise executioners. Between each other, we value candor & honesty. We love sharing & receiving feedback to achieve product & operational excellence.

About the role

We’re looking for a Senior Product Manager to own and scale the Support experience of Gorgias’s AI Agent, with a clear focus on automation success rate, containment, and real-world reliability in production.

This role sits within the Conversational Experience group and partners closely with Engineering, CX, and GTM teams to turn qualitative insights and quantitative data into actionable strategies that drive measurable business outcomes.

This is a hands-on, outcome-driven PM role — ideal for someone who has shipped and iterated on real-time products used daily by customers, and who thrives in fast-paced, ambiguous environments.

What you will do

• Own the Support success rate and containment strategy for the AI Agent.

• Analyze large-scale qualitative and quantitative data (tickets, intents, failure reasons, merchant setups) to identify the highest-impact opportunities.

• Define and prioritize initiatives that improve automation reliability, merchant trust, and CSAT.

• Drive improvements to enhance merchant setup, configuration, and enablement so the AI performs effectively in real support use cases.

• Partner closely with Engineering, ML, CX, and GTM to ship improvements into production and measure their impact.

• Drive close collaboration throughout the development lifecycle to iterate on technical strategy and prompting, enabling continuous delivery, learning, and low-risk rollouts.

• Operate effectively in a high-velocity environment where priorities evolve and tradeoffs must be made quickly.

• Communicate clearly with stakeholders through structured docs, clear recommendations, and data-backed decisions.

Who you are

• You have built and scaled products used by B2C/B2B users in production, ideally in real-time or high-volume environments.

• You are highly analytical and comfortable combining quantitative analysis with qualitative insights to drive strategy.

• You have experience evaluating and iterating on AI systems or complex automation workflows, even if you’re not deeply technical.

• You are strong at prioritisation, especially in fast-moving environments with shifting constraints.

• You are comfortable making decisions with imperfect data and adapting quickly.

• You communicate clearly, think in tradeoffs, and focus relentlessly on outcomes.

• Nice to have: experience with support tools, SaaS, ecommerce, or AI-driven products.

Perks and Benefits

• 💰Competitive salary & equity (90th percentile worldwide, go check our public salary calculator)

• 🏖️ 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.

AI use in Recruiting at Gorgias
We use AI tools to assist in managing and assessing applications, with human oversight at every stage.

Diversity & Inclusion at Gorgias
We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making.

If you need accommodations during the application or interview process, please contact us at [email protected].