Data Scientist - LLM

Role Overview: As a Data Scientist focused on LLM at Gorgias, you will play a crucial role in developing, refining, and enabling our AI Agent, designed to automatically address and resolve shopper requests for our merchant clients. Beyond prompt engineering, you'll be instrumental in scaling the AI Agent's capabilities by developing the right LLM strategies to enable our services. You will work closely with our ML Engineers, Product Managers, and Software Engineers to create, optimize, and implement solutions that enhance the efficiency, accuracy, and functionality of our AI-driven customer support solutions.

What You'll Do

• Design and iterate on LLM-based workflows, including prompting, chaining, and tool usage, to improve the performance of AI agents in production
• Build and improve systems that reliably handle real customer support interactions at scale
• Review large volumes of customer conversations to identify failure modes and areas for improvement
• Develop and maintain evaluation frameworks, including offline testing and online A/B experiments
• Define and track metrics to measure AI agent performance and guide iteration
• Create and maintain datasets for continuous improvement and non-regression
• Collaborate with Product Managers and Engineers to prioritize improvements and ship high-impact features
• Contribute to the design of internal tools and abstractions that enable scalable AI agent development across teams
• Integrate AI agents with internal systems and external e-commerce platforms
• Document methodologies, best practices, and learnings to support team scalability and knowledge sharing

• 2-5 years of experience in software engineering, applied AI, or a similar role
• Strong programming skills in Python or TypeScript
• Experience building LLM-powered applications or AI agents in production environments
• Comfortable working with real-world data, including reviewing large volumes of conversations to identify issues and improvement opportunities
• Experience designing and iterating on prompts, including techniques such as chaining, few-shot prompting, or tool usage
• Familiarity with evaluating LLM performance through structured methods, such as offline evaluation and A/B testing
• Product-minded, with a focus on delivering solutions that improve user experience and business outcomes
• Able to balance speed and quality, and iterate quickly based on data and feedback
• Strong communication skills, able to collaborate effectively with engineers, product managers, and other stakeholders

Nice to have

• Experience building internal tools or platforms
• Experience with orchestration or workflow tools, such as Temporal
• Experience working on customer support, SaaS, or e-commerce products

• ️ 5-week vacation plus 2 weeks RTT (We follow each country's appropriate PTO Laws)
• Paid sick leave
• Paid parental leave (16 weeks)
• MacBook Pro
• ️ Personal credit card to buy lunches (we use Swile)
• We provide private health insurance (we use GAN)
• ️ 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!

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.

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 Team You'll join the Conversational AI team at Gorgias, focused on building AI Agents that automate customer support for e-commerce merchants at scale. Today, our AI handles over 1.5M automated interactions per month, and growing fast. The team is cross-functional, bringing together Software Engineers, AI Engineers, Product Managers, and Designers to build reliable, production-grade AI systems. We are evolving from a hands-on, iteration-heavy team into a platform-oriented team. Over the next 6-12 months, our goal is to build internal tooling that enables other Gorgias teams to develop and deploy AI agents independently., About Gorgias 51-200