Head of IT

Head of IT We believe conversations will become the #1 way to shop. At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift. Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before. To win, we focus relentlessly on: - Quality: conversations that feel authentic and on-brand. - Experience: effortless shopping from chat to checkout. - Re-engagement: personal, 1-1 dialogue instead of noisy marketing. The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood. Join us to make Conversational Commerce real. ABOUT THE ROLE We're hiring our first senior IT leader to define how IT operates at Gorgias. Today, IT is partially outsourced and fragmented. That's worked at our current size, but it won't scale with our path to $100M+ ARR, a growing global office footprint, and the volume of AI tooling we're adopting every quarter. This role sits within Finance and reports to the CFO. You'll own IT infrastructure (physical and software), SaaS software procurement and IT strategy globally. The job is half builder, half strategist. As builder, you'll fix the basics — WiFi, tooling, access, onboarding — and make day-to-day IT feel invisible. As strategist, you'll design the operating model that takes us from 100M ARR to 500M and beyond without linear IT headcount growth, and put AI at the core of how IT runs. You'll partner closely with Security Engineering, People, and Finance to build infrastructure that gives Gorgias the leverage of a Fortune 500 — and the speed of a startup. This is a high-ownership role with real scope: you will define what IT looks like at Gorgias for the next five years. MISSION Build a reliable, scalable, AI-first IT function that lets Gorgias grow from 100M ARR to 500M+ ARR — and makes infrastructure, tooling, and access feel invisible to the rest of the company. WHAT YOU'LL DO 🤖 IT STRATEGY & AI ENABLEMENT - Define and own the multi-year IT roadmap, aligned to Gorgias' growth trajectory - Lead evaluation and rollout of AI-enabled IT tools; identify high-leverage use cases and build practical governance for responsible adoption - Architect AI-powered and agentic workflows that make onboarding, offboarding, and routine IT support nearly invisible - Translate business needs into scalable solutions, with clear tradeoffs at the table ⚙️ IT OPERATIONS & SERVICE DELIVERY - Own the device lifecycle end-to-end: procurement, provisioning, refresh, recovery, secure disposal - Design self-service systems that scale with company growth without linear headcount growth - Manage identity and access across the SaaS stack, balancing security and usability - Own joiner / mover / leaver processes with least-privilege, role-based access, and periodic reviews - Lead a small IT support function and manage outsourced IT support team: set operating rhythms, runbooks, growth plans - Drive recurring-issue elimination through better tooling and automation — not just faster ticket closure - Track and improve service metrics: time to first response, time to resolution, CSAT, SLA adherence 💸 PROCUREMENT & VENDOR MANAGEMENT - Act as a sparring partner to teams selecting software tools — a center of excellence that helps identify, evaluate, and adopt the right solutions - Key partner in identifying AI tool strategy and spend (OpenAI, Anthropic, and the rest) - Manage key software vendor relationships, renewals, and procurement workflows; centralize software knowledge and procure ... (truncated, view full listing at source)