We are seeking a highly skilled and motivated Gorgias Automations Specialist. You will be responsible for implementing, maintaining, and optimizing our Gorgias platform to enhance customer support operations and ensure a seamless experience for our customers. Your primary focus will be on leveraging the features and capabilities of Gorgias to streamline processes, improve efficiency, and deliver exceptional customer service.  

Position Summary   

• Managing a comprehensive help center: This involves maintaining product information and frequently asked questions (FAQs) to assist customers.   
• Developing and updating macros: These will include dynamic fields for the Customer Support (CS) team to use.   
• Designing automated workflows: Streamline repetitive tasks such as auto-responses, ticket tagging, team assignments, and spam filtering.   
• Overseeing chatbot functionality: Monitor its performance.   
• Maintaining the ticket field system: Ensure it aligns with operational needs.  
• Integrating Gorgias with our tech stack: Facilitate seamless data exchange and a holistic view of customer profiles.   
• Addressing technical queries: Provide prompt and effective support to the CS team.  
• Generating monthly reports: Present Gorgias data to the business.  

Responsibilities:  

• Bachelor's degree in Graphic Design, Marketing, or related field is preferred.  
• Bachelor's degree in a relevant field or equivalent practical experience.   
• Proven 3+ years experience working with Gorgias or similar customer support platforms.   
• Strong understanding of customer support processes and best practices.  
• Proficiency in creating and managing macros, workflows, and automation within Gorgias.   
• Experience with chatbot implementation and management is highly desirable.  
• Excellent problem-solving skills with the ability to troubleshoot technical issues and provide effective solutions.   
• Strong communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.   
• Analytical mindset with the ability to interpret data, identify trends, and generate actionable insights.   
• Ability to work effectively both independently and as part of a team in a fast-paced environment