Job Description

Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands.

Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.

About The Role:

As a Technical Writer on the Customer Education team , you will play a key role in making Gorgias' products more accessible and easier to use. You’ll work closely with product managers, engineers, and subject matter experts to create and maintain high-quality documentation that empowers our customers to get the most out of Gorgias.

Your primary responsibility will be to develop clear, concise, and well-structured help center articles that align with our evolving product suite. You will ensure that content remains up-to-date, accurate, and user-friendly while maintaining a consistent tone and style.

In this role, you'll collaborate with a Senior Technical Writer and incorporate their feedback to refine your work. You'll also develop a deep understanding of our users' needs and proactively enhance documentation to drive adoption and reduce friction. If you're passionate about translating complex concepts into simple, actionable resources and thrive in a fast-paced SaaS environment, we'd love to hear from you!

What You’ll Do:

• Collaborate with product managers, engineers, and other subject matter experts to gather information and understand documentation needs.

• Produce high-quality, clear, concise, and well-structured documentation and training materials for the Gorgias Help Center that meet applicable standards and are appropriate for their intended audience.

• Work with a Senior Technical Writer and adapt your writing style based on their feedback.

• Maintain and update documentation as products evolve, ensuring accuracy and relevance.

• Stay up-to-date on continuous product changes.

• Contribute to style guide and team processes that improve how we work.

Who You Are:

• You have 1-2 years of experience in instructional design, authoring, or technical documentation within a B2B SaaS environment. Please be prepared to provide writing samples.

• You are able to quickly grasp complex technical concepts and convey them in simple terms.

• You have strong research, organizational, and analytical skills, coupled with curiosity and a knack for asking the right questions.

• You can build relationships across teams and communicate effectively with subject matter experts and stakeholders in a distributed work environment

• You have experience with authoring tools and technologies, including content management systems, XML, HTML, and Markdown.

• You have a proven track record of working independently and managing multiple projects simultaneously.

Nice to Have:

• Experience with e-commerce platforms such as Shopify and a strong interest in AI.

• Familiarity with the Web Content Accessibility Guidelines (WCAG)

• Familiarity with using and applying style guides to your writing

• Knowledge of SEO best practices for online documentation

• Familiarity with image editing tools (Snagit) and video software (Wistia)

Perks & Benefits

• 🏖️ 5-week vacation (We follow each country's appropriate PTO Laws)

• 🤕 Paid sick leave

• 🧸 Paid parental leave (16 weeks)

• 💻 MacBook Pro

• 🍽️ Personal credit card to buy lunches (you’ll have your own Gorgias credit card)

• 🏥 We provide private health insurance and retirement pension

• 💆🏻‍♀️ Get up to $900 CAD to set up your workstation at home (working from home should feel breezy)

• 📚 Get up to $2600 CAD of learning material per year (includes books, courses, training sessions that are easily identified and linked with your job scope. This also covers individual coaching!)

• 🥰 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!

More cool things to know about Gorgias... 😁

• Raised our Series C-2 for $29M in May 2024

• We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score

• Hear directly from customers why they love Gorgias  

• Meet the team and explore other jobs !

• Discover the Gorgias Platform

• Learn about our Compensation Policy

Diversity, Equity, and Inclusion at Gorgias

At Gorgias, we’re dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.

We also recognize that individuals from diverse backgrounds—especially women and underrepresented groups—may hesitate to apply if they don’t meet every requirement. If this role excites you and you’re eager to grow, we strongly encourage you to apply, even if you don’t check every box. You might bring something unique and valuable that we didn’t even know we needed.

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!

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