Overview

Support is usually a cost center. The best ecommerce brands treat it as a growth channel. Gorgias is how they do it.

We built the helpdesk for ecommerce: email, chat, voice, SMS, and social in one place, with AI built in. AI Agent resolves conversations on its own, and the Shopping Assistant turns shopper questions into sales. Merchants get faster support and more revenue from the teams they already have.

More than 17,000 merchants run on Gorgias; brands like Steve Madden, Decathlon, Psycho Bunny, and Glossier. We're on our way to $100M in annual recurring revenue, and the story that got us here is only beginning to be told; that's where you come in.

About Content Marketing

As Director, Content Marketing, reporting to the VP of Marketing, you'll own content at Gorgias: brand, thought leadership, social, and community.

Content has done its job here. The blog, the research, the customer stories - they built a brand 17,000 merchants recognize. But we're not the company we were when most of it was written. The product is evolving, the ICP is shifting, and AI is changing how we work. We're an AI-first platform moving upmarket, and the content hasn't caught up. Your job is to rebuild the program for that next chapter: a sharper strategy, a clearer voice, more amplification, and AI-powered production that lets a small team ship like a big one.

What You'll Do

Set the content marketing strategy and do the work. This is a hands-on role today, with a team growing around it.

• Own the content marketing strategy (creation + amplification) across brand, thought leadership, social, community, and customer-led content, plus the editorial calendar and production process.
• Build AI-powered workflows in Claude Code and Cortex (our internal AI layer) that turn research and customer insight into finished content faster. Decide what AI touches and what it doesn't.
• Make Gorgias show up where buyers are looking: social media, communities, search rankings (SEO) and AI answers (AEO). You'll be the team's expert in these.
• Create content that reaches and creates affinity with ecommerce decision-makers before they're in a buying cycle, and preference when they are in cycle.
• Work from what customers actually say, and make Gorgias synonymous with solving their pains; Cortex, Gong calls, BuildBetter feedback, and Ecom Lab research are full of content ideas; your job is turning them into programs.
• Write for enterprise buyers: persona-specific content for the bigger buying committees and longer sales cycles we see upmarket.
• Partner with demand gen, PMM, and leadership so content supports the story we're telling as we move beyond "help desk."
• Hire and manage a social media/community teammate as the function grows.

Content marketing has leadership attention and room to run here. What it doesn't have yet is the new playbook. That's the job.

Who You Are

• 5-7+ years in content marketing, ideally at a SaaS or ecommerce company.
• You've built content programs, not just executed them, and you can point to the funnel impact of programs you've run.
• Strong instincts for brand, thought leadership, social, and voice of customer.
• Experience writing for enterprise buyers and complex purchase decisions.
• Appreciate the "marketing" in content marketing, and not only build amazing content, but the amplification plan to get it in front of our ICP across key channels.
• Great judgment and taste. You know when AI helps and when it makes things worse.
• You've actually built with AI tools, not just used ChatGPT in a browser.
• Solid SEO fundamentals and a point of view on how AI search (AEO) changes them.
• Excellent writer and prompter with a builder mentality.
• You spot opportunities and run with them. You don't wait for a brief.

Bonus points:

• Shopify/ecommerce ecosystem background
• Experience evolving a brand's perception upmarket
• Experience with LLM/AEO content strategy

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.