Job description
About Gladly:
Gladly, the customer-centered AI customer support platform is built around people, not tickets. Unlike traditional ticket-based customer support solutions, our software helps brands deliver radically personal service at scale by integrating every channel—voice, email, SMS, chat, social messaging, and self-service—into a single, lifelong conversation stream. Companies like Allbirds, Bombas, Crate & Barrel, and Warby Parker use Gladly to create exceptional customer experiences, transforming everyday customer interactions into lasting connections.
Gladly is a fully distributed company that embraces remote work and believes in flexibility, innovation, and inclusivity. We foster a collaborative, inclusive culture that prioritizes growth, DEIB, and meaningful connections. At Gladly, people are at the heart of everything we do.
The Team
You’ll be joining Gladly’s Professional Services team—a small but mighty group within our broader Customer Success organization. Our mission is to deliver seamless, scalable implementations that reflect the human-centered design of our platform. We work cross-functionally with Sales, Product, and Engineering to ensure every implementation sets the stage for long-term success. As we reignite hiring for this function, you’ll help us define what great looks like moving forward, while contributing to a culture of collaboration, curiosity, and continuous improvement.
The Opportunity
We’re looking for a Senior Professional Services Engineer who is both technically adept and customer-obsessed. Someone who can implement Gladly with precision while helping us rethink and scale our implementation practices. The ideal candidate thrives in ambiguity, has deep API and front-end experience, and is excited to influence tooling, processes, and even our product roadmap through thoughtful, solutions-oriented work.
If you love solving complex challenges, mentoring others, and being part of something still being built, this is your moment.
What You’ll Do
- Manage and execute on implementations for customers, and configure their Gladly instances. You’ll need to use a mix of technical tools (e.g.: JavaScript, CSS) and project management skills. You’ll partner with an Implementation Manager on most projects
- Improve our team processes by contributing to our project templates and implementation methodology
- Partner with the Implementation Management team to effectively develop and execute on best practices throughout implementations
- Partner with the Product and Engineering teams to deliver feedback on product needs / trends
- Partner with the SC team to effectively craft solutions and understand pricing on enterprise deals
- Contribute to our internal tools (built using node.js)
- Provide mentorship to other members of the team across Customer Success
What We’re Looking For
- 5+ years experience in a client-facing role
- 5+ years experience with managing multi-phase enterprise projects / initiatives across multiple stakeholders
- Ability to read API documentation, and use APIs via tools like Postman and iPaaS like Zapier to effectively craft solutions and integrations for customers
- Strong knowledge of front-end Web technology
- Someone highly eager to learn new technologies, new processes and deals well with uncertainty
- Ability to manage a project according to a templatized scope, and timelines with an external customer
- Highly attentive to detail
- Proficiency in web development technology (e.g.: JavaScript) and experience writing scripts or applications
- Proficiency with RESTful APIs, and ability to read and internalize technical documentation, and translate to solutions
- Experience with other technologies such as iOS/Android Development, SIP for Telephony and GraphQL a plus
- SaaS experience in a professional services capacity, working with enterprise clients
- Ability to work independently
- Ability to contribute to / develop processes from scratch, recognize trends and suggest improvements (e.g.: with product team)
- Exceptional problem-solving and communication skills (both verbal and written), with a collaborative mindset.
- The ability to navigate ambiguity and manage multiple priorities effectively.
- A willingness to learn and contribute to a fast-paced team fueled by underdog grit and a shared passion for excellence.
Why Join Gladly?
At Gladly, we’re not just building software—we’re transforming an industry. We take a people-first approach, both in our product and our culture. When you join us, you’ll enjoy:
- Competitive salaries, stock options, and comprehensive benefits
- Generous paid time off, parental leave, and home office stipends
- A fully remote work environment with opportunities for in-person team gatherings
- A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive
At Gladly, we believe in challenging the status quo, celebrating grit, and striving for excellence. We thrive as a team by embracing transparency, collaboration, and a customer-first mindset. If this role excites you but you don’t meet every qualification, we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.
Why Join Gladly?
At Gladly, we’re not just building software—we’re transforming an industry. We take a people-first approach, both in our product and our culture. When you join us, you’ll enjoy:
- Competitive salaries, stock options, and comprehensive benefits
- Generous paid time off, parental leave, and home office stipends
- A fully remote work environment with opportunities for in-person team gatherings
- A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive
At Gladly, we believe in challenging the status quo, celebrating grit, and striving for excellence. We thrive as a team by embracing transparency, collaboration, and a customer-first mindset. If this role excites you but you don’t meet every qualification, we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.
