Gorgias

SEO Marketing

• Turning content into a scalable, structured system instead of one-off assets
• Ensuring content is indexable, retrievable, and quotable by AI systems
• Full ownership of our AirOps + Profound stack (AEO measurement, prompt sets, page-AEO scoring)
• Bridging collaboration between Demand Gen and GTM
• Track and optimize against our 500-prompt AEO measurement set (Profound + AirOps)
• Drive primary KPIs: mention rate, Share of Voice, citation rate, first-mention rate, prompt sentiment
• Maintain Gorgias's ecommerce moat vs. Zendesk; close gaps on generic support topics
• Structure content for featured snippets, knowledge panels, and AI summaries
• Optimize for AI-powered search experiences across ChatGPT, Claude, Google SGE, and Perplexity
• Develop entity-based SEO and semantic search strategies
• Implement and refine structured data (FAQ, HowTo, Product, etc.)
• Own and execute on-page, off-page, and technical SEO strategies
• Implement LLM-ready schema markup beyond FAQ/HowTo (Article, Speakable, Dataset, ClaimReview, etc.)
• Operate programmatic SEO at scale across comparison and integration pages
• Build internal linking automation and optimize site architecture
• Partner with engineering on Core Web Vitals, indexing, and technical improvements
• Monitor rankings, traffic, and conversions using GSC, GA4, Ahrefs, or SEMrush
• Partner with content and product marketing to build high-performing, intent-driven content
• Build topic clusters and authority around key themes
• Optimize existing content for both ranking and AI answer inclusion
• Define guidelines for AI-friendly, citation-worthy content
• Run experiments on content formats, schema, and AI visibility tactics
• Report on the full KPI framework and surface actionable insights
• Operate against existing metrics: AEO pipeline, mention rate, Share of Voice, prompt sentiment, citation rate, page-AEO score, and $ pipeline

SEO, AEO Strategist

Chief of Staff

• Design, structure, and launch new programs across the CX org
• Drive Gorgias's AI-native agenda within CX
• Support CX function leaders as an execution partner
• Build and maintain the CX org's internal AI skills and automation library
• Work with the COO to own the operating rhythm of the CX org
• Handle the operational admin work that keeps the CX org running day-to-day
• Partner on cross-functional operational initiatives
• Craft exec-ready materials
• Take on special projects that cut across functions

Chief of Staff, CX Ops

Implementation Specialist

• Conduct in-depth implementation and optimization sessions for new and cross sold customers, tailoring the experience to drive adoption and usage of our Helpdesk and AI Agent products.
• Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals.
• Drive the activation ratio and reduce time to activation through a white-glove experience, providing guidance and onboarding for Helpdesk and AI Agent products.
• Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value-driven adoption to achieve key business results.
• Act as the primary liaison between customers and internal teams, ensuring seamless communication and support throughout the onboarding process.
• Document customer interactions and feedback meticulously, leveraging this data to continuously improve the onboarding and overall customer experience.
• Analyze and interpret e-commerce customer data, providing valuable insights to optimize support strategies using the AI Agent product.
• Drive project timelines through clear milestone setting with the customer, ensuring effective project management throughout the onboarding process.
• Proactively identify and mitigate potential roadblocks to decrease time to value, assisting companies in launching quickly and effectively on Gorgias.

Customer Implementation Manager

Platform Engineer

• Own cloud and Kubernetes security — IAM, RBAC, network policies, workload identity, and GKE hardening across 10+ global clusters
• Design secure-by-default platforms — build guardrails and policy enforcement (OPA, Kyverno, or similar) that guide teams without blocking them
• Harden CI/CD and IaC pipelines — secure GitHub Actions, ArgoCD, and Terraform workflows end-to-end
• Lead secrets management — design and implement decoupled secrets architecture so credentials never live in deploys or repos
• Strengthen networking fundamentals — VPC design, peering, cross-cloud connectivity, and zero-trust segmentation
• Build security-focused logging and monitoring — design the observability layer that actually catches threats, not just collects noise
• Implement runtime detection — IDS, file integrity monitoring, and behavioral anomaly detection across GKE workloads
• Develop incident response playbooks — practical, tested runbooks for common incident types; own the response process end-to-end
• Manage and evolve the SIEM — drive meaningful signal-to-noise improvements and build automated mitigation where it matters
• Design and enforce strong auth standards across internal tools, APIs, and customer-facing surfaces
• Audit and mature privileged access management — ensure least-privilege is real, not theoretical
• Own the ongoing health of SOC 2 Type II — keep controls tight between audits, not just before them
• Drive the next compliance milestones — ISO 27001 and data protection (PII, GDPR) as we expand enterprise and global reach

Staff Security Platform Engineer

Account Manager

• Help scale our Agency Partnerships channel by driving revenue through existing and newly identified Agency Partners.
• Drive Annual Recurring Revenue (ARR) through industry agency partners and events
• Own and grow strategic agency relationships across North America
• Be the face of the company at various events, meetups, and trade shows
• Work closely with Account Managers to help them close deals and expand accounts
• Develop and refine our partner program, processes, and documentation to enable partners to become strong ambassadors of our software and drive leads through our sales process
• Constantly optimize the sales pipeline by leveraging data analysis at each step of the process
• Act as a thought leader on the topic of ecommerce and agency partnerships
• Activate, onboard, and scale new partners across North America
• Mentor and support more junior team members as the partnerships function grows

Senior Agency Partnerships Manager

• Manage the entire onboarding process for your book of business, beginning to end - from sales handover through configuration, training, and activation.
• Conduct in-depth implementation and optimization sessions for new and cross sold customers, tailoring the experience to drive adoption and usage of our Helpdesk and AI Agent products.
• Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals.
• Drive the activation ratio and reduce time to activation through a white-glove experience, providing guidance and onboarding for Helpdesk and AI Agent products.
• Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value-driven adoption to achieve key business results.
• Act as the primary liaison between customers and internal teams, ensuring seamless communication and support throughout the onboarding process.
• Document customer interactions and feedback meticulously, leveraging this data to continuously improve the onboarding and overall customer experience.
• Analyze and interpret e-commerce customer data, providing valuable insights to optimize support strategies using the AI Agent product.
• Drive project timelines through clear milestone setting with the customer, ensuring effective project management throughout the onboarding process.
• Proactively identify and mitigate potential roadblocks to decrease time to value, assisting companies in launching quickly and effectively on Gorgias.

Customer Implementation Manager – APAC

Marketing

• Own the narrative and positioning of Gorgias’ Conversational Commerce platform
• Educate merchants on investing in Conversational Commerce
• Define clear, differentiated positioning and messaging
• Partner with Product and Sales to launch new products
• Drive adoption and expansion in mid-market and enterprise

VP Marketing

• Own the narrative and positioning of Gorgias’ Conversational Commerce platform
• Define clear, differentiated positioning and messaging across the Gorgias product portfolio
• Build our content engine to power enablement, storytelling, and thought leadership
• Partner with Product and Sales to launch new products and capabilities