Customer Support Agent

About the Role

The Application Associate is the core of support. You are the first line of contact for most of our customers, and your main task is to guide customers in the setup of their accounts, explain the various features and products we offer, and troubleshoot any issues that may arise. Aside from working only with customers, you are also able to act as a product expert and can support colleagues from other departments. The ideal candidate for this role is resilient, empathetic, loves testing new things, and never stops learning. This role's working hours are 10 AM - 6 PM CET Monday to Friday, with two days of mandatory office work.

What You’ll Do

• Help our clients with questions on how to use our product, offer alternative solutions, and troubleshoot current scenarios provided by the client. Ensure that they receive the best experience possible!
• Understand customer goals and their desired outcome from using the product through continuous data and feedback analysis.
• Assist our clients with the setup, fine-tuning and troubleshooting of our AI Agent, a powerful tool that helps merchants automate inquiries from end customers

Who You Are

• We are looking for at least 2 years of previous experience in B2B customer support, preferably for a tech/software product.
• You are fluent in both oral and written English. Fluency in other languages is a plus!
• You are a fast learner who will use the product quickly and manage several support tickets on different channels (email, chat) simultaneously.
• You are comfortable with video calls with customers to troubleshoot and help them get set up faster.
• E-commerce knowledge is a big plus (Shopify, BigCommerce, Magento, etc.)
• Understanding of LLMs and ability to write clear prompts is a big plus
• You have a strong desire to provide exceptional support to clients! We sell support software, so it also makes sense to be the best at it!
• Working with APIs or in the SaaS industry is a plus. Even better if you have previous experience troubleshooting APIs.
• You are comfortable in a startup environment and have a passion for technology.

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

By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our Applicant Privacy Policy.

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 accommodation@gorgias.com.