Meet Gorgias, the leading customer experience platform tailored for ecommerce, empowering over 14,000 brands, including Steve Madden and Glossier, to offer exceptional support across channels like email, chat, voice, and social media.

Our one-of-a-kind product transforms how brands interact with their customers through unified customer conversations, AI automations that resolve up to 60% of support requests, and revenue-generating on-site campaigns.

As a leader in the CX space, Gorgias is committed to transforming customer experiences while fostering a sustainable and equitable workplace as a certified B Corporation.

Join us in our mission to deliver effortless support at every stage of growth.

About the Data Analytics team

• Data Analytics is a cross-functional team that works hand-in-hand with all of the other business teams (Go-to-market Marketing, Sales, Success & Support, Product) and also interacts with the dev teams.

• Our core role is to ensure that data flows accurately and efficiently across all of these teams and the tools they use to maintain and improve our data stack.

• In addition to this, we build complex data models and perform data analysis to provide insights.

• The Data Analytics team is also in charge of building data products that maximize each team's efficiency: lead qualification models, optimizing deal routing, predicting churn, automated lead enrichment, etc.

The team itself is composed of two sub-teams:

• Business Intelligence helps the rest of the company by providing insights into performance and by giving them the resources needed to achieve their goals. This includes things like providing or editing data marts, helping build dashboards, and more.

• Analytics Engineering is responsible for the management and maintenance of the Data Platform, including all data pipelines and assets. Their primary goal is to ensure that accurate and easily accessible data is provided at scale to end users. They also play a key role in advising and training Data Analysts on analytics best practices and maintaining up-to-date documentation and knowledge sharing.

If you are naturally data curious, excited by high-quality data modeling, experienced in improving the availability and usability of datasets, and motivated by having an impact on the business where you work, we want to hear from you.

What You'll Do

We are looking for an Analytics Engineer who is passionate about applying their analytical and engineering skills to democratize data, metrics, and insights to drive decision-making and analytics across Gorgias.

You will join our Analytics Engineering section and will be integral to building out our world-class data products and enabling all teams across the company to move faster and smarter.

You will work on the analytics code base ensuring high data quality, availability, and performance to support Data Analysts.

• Design and implement data models that organize and structure data for analytical purposes.

• Ensure that data is clean, well-structured, and ready for visualization, exploration, and analysis.

• Implement data monitoring and alerting systems to proactively identify and address data issues.

• Create and maintain documentation that enhances understanding and utilization of data assets.

• Share knowledge with team members to promote a data-driven culture within the organization.

Who You Are

• You have 3+ years of hands-on experience as an analytics engineer or equivalent.

• 3+ years of experience in data modeling and data warehouse architecture, with solid SQL experience. You care about writing good and clean SQL, with an emphasis on readability and performance.

• 2+ years of experience with the modern data stack (ETL / Warehouse / dbt / BI/documentation), creating data products within a data warehouse environment to meet business goals.

• You have a natural fit for both technical and business challenges. We are building technical solutions to solve business-oriented challenges, so strong business acumen is needed for the role.

• You are always learning and staying informed about new tools and practices. At the speed at which the ecosystem is evolving, it is essential to stay on top of things and always look for new ways to improve our work.

• You love working with a wide range of data sources and stakeholders from operational and product teams.

• You pay attention to detail, with strong organization and prioritization skills, comfortable switching gears and moving between projects seamlessly.

Our current data analytics stack mainly includes:

The tools you’ll be using are in bold

• Storage: BigQuery

• Transformation: DBT

• BI tools: Periscope

• Data Activation: Hightouch, Segment

• Data Monitoring: Datafold, Metaplane

• Project management: Linear, Notion

• Data ingestion: Airbyte, Segment, Fivetran

• GCP products (Compute Engine, Cloud Functions, Cloud Run, PubSub ...)

• CI/CD: GitHub Action & GitLab

The position's Interviewing Process

• Meet your manager, Elliot, Data Analytics Manager: get to know each other and set yourself up for success in this process

• Do a take-home case study where we don't ask you to solve our problems, but we look for your creative insights. It's the perfect time to show off what you know

• Case study review with Elliot, brainstorm and elaborate on key points

• Meet Axelle, Head of Data Analytics at Gorgias. This is a good time to ask difficult questions and see if we are a good match for you!

Perks & Benefits

• 🏖️ 5-week vacation

• 🤕 Paid sick leave

• 🌏 6 weeks full remote/year

• 🧸 Paid parental leave (16 weeks)

• 💻 MacBook Pro

• 🍽️ Monthly lunch stipend of $300

• 🏥 Health insurance with up to 100% of premiums paid for employees - Anthem explore our plans

• 👵🏼 Retirement: Gorgias contributes to your 401k 100% of the first 3% of deferred W-2 income, 50% of the next 2% of deferred W-2 income.

• 💆🏻‍♀️ 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!

Why join us?

🚀 We're among the fastest-growing startups in the eCommerce ecosystem

🦄 We've built an extremely efficient go-to-market engine

🥇 Work with a talented team you'll learn a lot from

🙏 Join a company where automation and good & clean data are core beliefs shared by all

🎥 Here is an interview with one of our team member’s experiences from our most recent company retreat to Cancun! 

More cool things to know about Gorgias... 😁

• Raised our Series C for $30M in 2022: TechCrunch Article ⬅️

• We went from 0 to 10,000+ merchants using our platform since 2016

• We have a 4.7 rating on Glassdoor & 4.7 Comparably culture score

• What our customers are saying: apps.shopify.com/helpdesk#reviews

• Other positions: gorgias.com/about-us/jobs

• Discover the Gorgias Platform

• Learn about our Compensation Policy

Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.

Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact accommodation@gorgias.com

Compensation Range: CA$119.8K - CA$132.4K