Gladly

Founded in 2014, we provide a customer experience AI platform for consumer brands. Our AI helps consumer brands engage customers and deliver efficient service. We aim to build lasting customer relationships, loyalty, retention, and lifetime value.

Our platform offers omnichannel capabilities across voice, chat, SMS, email, and social channels, maintaining a customer’s lifelong conversation history. Our AI treats customers as individuals, resolving common conversations automatically or collaborating with human agents for more complex inquiries. The platform allows brands to integrate product catalogs and define brand voice and customer experience guidelines using plain English Guides. We support low-latency LLMs, voice-optimized models, and real-time AI architectures to deliver production-grade voice AI for customer service calls.

Customers include TUMI, Ulta, UGG, Allbirds, Condé Nast, Crate & Barrel, Nordstrom, and Breeze Airways. Our customers report over 240 million conversations powered by our AI, leading to over $510 million saved, a 65% increase in CSAT, and a 120% increase in revenue per call.

Our vision is to reinvent customer service. We believe in achieving both scale and intimacy, efficiency and empathy, by putting customers at the center of every experience.

We operate by the philosophy of “the power of ‘And’.” This means we aim to drive down operational costs while boosting long-term customer loyalty. We deliver service that is both instantly responsive and uniquely tailored, creating experiences that are operationally precise and emotionally intelligent.

We strive to build connections that are effortlessly scalable and deeply personal, powering conversations that are radically efficient and radically personal. This approach reflects our refusal to compromise between high-touch, personalized service and cost-effective solutions. We emphasize humanity in all customer interactions.

We are a fully remote company with a team of 51 to 200 employees. We maintain a people-first culture, which influences our product and guides our approach to hiring, benefits, and community involvement.

The work environment is described as a fast-paced startup that values empathy, quick learning, creative collaboration, open dialogue, transparency, trust, and autonomy. We promote diversity, equity, inclusion, and belonging, encouraging diverse perspectives and experiences. We foster community through initiatives such as all-company volunteer days and Fireside Chats with industry professionals.

Co-founders Joseph Ansanelli, Michael Wolfe, and Dirk Kessler established Gladly in 2014 with the goal of putting people back at the center of customer service.

We offer competitive salaries, stock options, and comprehensive benefits, including medical, dental, and vision coverage, and an Employee Assistance Program.

We provide a 401k plan, Flexible Spending Accounts, 16 weeks of paid parental leave, and infertility and adoption benefits. Employees receive generous paid time off, unlimited vacation time, flexible schedules, and home office stipends. We operate as a fully remote company.