Gladly is the only customer service software built around people, not tickets. 

AI is revolutionizing how we work and communicate. Consumer expectations of how they're known and treated by brands has never been greater. At the same time brands are under pressure to do more with less and must balance the tension between saving money with AI and automation, while still delivering world-class experiences for consumers. The right experiences create connection, loyalty and customer lifetime value.

Customer service software built on tickets fails to navigate this tension. And brands who rely on ticketing software are failing in this new economy. Bloated tech stacks. Duplicate tickets. Consumer repetition and frustration. Fumbling and flustered agents. Two bad service experiences will lose a customer for life. 

Gladly applies AI differently, to help commerce brands deliver radically personal, concierge-level customer service at scale. With Gladly, consumers help themselves when they want and customer service agents are made into superheroes, gaining efficiency and productivity. Every conversation in Gladly starts with a real-time understanding of the customer -- who they are, their preferences, their conversation and purchase history with the brand, every interaction in one place. And with every channel built-in natively - VOICE, email, SMS, chat, social messaging, self-service – brands have one, lifelong conversation stream with their customers. 

Gladly's customers are the world’s most loved brands -- Allbirds, Bombas, Crate & Barrel, Deckers, Eddie Bauer, FTD, Nordstrom, REI, Ulta Beauty, and Warby Parker. These brands and hundreds more leverage Gladly to build lifelong loyal customers through deep connections. 

Make customer service your business with Gladly.

Gladly

Sales

Manage sales operations for Gladly's customer service software.

• Help build foundational sales structure and processes
• Provide visibility into performance via reporting and insights
• Minimize friction and maximize efficiency for revenue growth
• Support in designing reports and dashboards
• Communicate change and train others on new processes

Sales Operations Manager

Engineering Manager

Lead engineering team for customer service software company Gladly.

• Lead your team by coordinating with product managers, tech leads, and individual contributors.
• Set the roadmap, vision and strategy for the team.
• Develop and implement engineering processes and best practices.
• Act as a player coach to build services and products that enable scalable foundation for our product teams.
• Develop internal tools and processes for an enjoyable developer experience within Gladly.
• Take ownership of projects throughout their full cycle including inception, planning, execution and maintenance.
• Be part of the leadership team that helps shape the direction and priorities of the Product and Engineering organizations.

Senior Engineering Manager - Core Services

Business Development Rep

Identify and nurture potential customers to drive growth for a customer service software company.

• Drive growth and expansion by identifying, prospecting, and nurturing potential customers
• Initiate meaningful conversations with prospective customers, understanding their needs, and effectively communicate the value proposition

Business Development Representative

Data Scientist

Use data and insights to drive AI product innovations and improve customer service.

• Gladly’s AI & Research team uses data and insights to power novel AI products and drive data-based decisions across the product team.
• Data scientists at Gladly partner closely with product managers, engineers and designers to understand our users and innovate on our products using data.
• We are looking for someone with the desire and curiosity to learn, take initiative and make a lasting impact at a fast-paced SaaS company.

Staff Data Scientist

Full-stack Engineer

• Build! You’ll design, architect, code and maintain innovative, scalable and secure systems. You’ll mix time spent writing code with leading projects.
• Mentor. You’ll provide technical guidance and mentorship in software engineering best practices to help others grow their careers.
• Collaborate. You’ll work closely with a small, nimble, cross-functional team of engineers, product managers and designers. You’ll participate in conversations with Customer Success, Support and directly with customers.
• Ownership. You’ll participate and lead in all aspects of the project lifecycle, from ideation to specification to release and iteration.

Staff Software Engineer, Consumer 

Product Manager

Manage product experience for customer service agents using AI-driven solutions.

• Create a vision and strategy for your product area that furthers the company goals and vision
• Deeply understand the market and customer needs to identify compelling problems worth solving and the viability of solutions, in partnership with design, marketing, and engineering
• Validate, plan, and deliver on both impactful enhancements and new products
• Collaborate across Product teams to build a cohesive product and hone your PM craft
• Bring others along in the process (Sales, Customer Success, Execs, partners, etc.), and align teams with a clear message

Gladly Jobs in New York City

Gladly

Sales Operations Manager

Gladly

Senior Engineering Manager - Core Services

Gladly

Business Development Representative

Gladly

Staff Data Scientist

Gladly

Staff Software Engineer, Consumer

Gladly

Senior Product Manager - Hero

Gladly