Product Specialist - Team Lead

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 RoleWe’re looking for a Team Lead to join our Success Operations team. We support mid-market customers by reducing churn, driving adoption of key features (like AI Agent and Shopping Assistant), and helping them get the most value out of Gorgias.You’ll lead a group of Customer Product Specialists based in Argentina, Serbia, El Salvador, and the Philippines. Your focus will be to support their growth, manage performance, unblock day-to-day challenges, and guide customer interactions that drive retention and success.This role is about leading with purpose, identifying opportunities for improvement, mitigating risks, and making sure your team is always one step ahead in helping customers succeed.🎯 What You’ll DoLead a team of 6–7 Product SpecialistsRun regular 1:1s, performance check-ins, QA reviews, and growth conversationsCoach your team through implementation, adoption, and churn mitigation projectsStep in during escalations and sensitive customer conversations (billing, renewals, etc.)Improve internal playbooks and create new processes as our product evolvesCollaborate closely with teams like Sales, Product, Success, and Support OpsBecome a Gorgias product expert and help your team get there, too🧠 What We’re Looking ForExperience:1+ year of people management experience2+ years working in Customer Support, Customer Success, or ImplementationHands-on experience with onboarding, adoption, or churn mitigationComfortable leading billing and renewal conversations with customersMindset:Strong sense of ownership and accountabilityClear communicator who leads with empathy and clarityProactive and solution-oriented — always looking for ways to improveCustomer-first thinking in every conversation and projectFast learner who thrives in evolving environments🌎 Where You’ll WorkThis role is based in Buenos Aires, ideally to support the current team structure and time zone alignment. The team is distributed across Argentina, Serbia, El Salvador, and the Philippines, and we operate with trust, collaboration, and a lot of initiative.🧰 Tools We UseGorgias, Notion, Asana, Google Workspace, ChargebeeBonus if you’ve worked with SQL — but it’s not required.📌 Hiring ProcessIntro chat with our recruiterAsync skills assessmentCase studyFinal interview with leadership and team peers💬 Why Join UsYou’ll play a key role in shaping how we help customers succeed at Gorgias. You’ll support a high-performing team, improve how we operate, and help make Gorgias more valuable to thousands of merchants around the world.If you’re ready to lead with empathy, drive impact, and grow alongside your team — we’d love to meet you.Benefits & Perks🏖️ 5-week vacation🤕 Paid sick leave (15 days)🌏 6 weeks full-remote/year🧸 Paid parental leave (16 Weeks)🍽️ $300/month for lunch expenses (you'll have your own Gorgias credit card)🏥 Included in your offer’s calculation, there’s a 5% bonus for healthcare to compensate for Private Health costs💆🏻‍♀️ Get $700 to set up your workstation at home (working from home should feel breezy)📚 Get $2000 of learning material and wellness support per year! 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 use in Recruiting at GorgiasWe use AI tools to assist in managing and assessing applications, with human oversight at every stage.Diversity & Inclusion at GorgiasWe celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences, and perspectives. At Gorgias, we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status.This position is open to fill a current vacancy on our team. 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!