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.
About the role & team
At Gladly, the AI Research team is at the heart of designing intelligent systems that transform how customer service is delivered. We combine data, experimentation, and algorithmic thinking to power innovative AI solutions and help shape product direction through deep analytical insights.
We’re looking for an AI Engineer—someone who thrives at the intersection of data science, product thinking, and engineering. You’re curious, hands-on, and driven to create practical solutions that address real customer problems. You don’t stop at analysis—you prototype, experiment, and iterate with purpose, always guided by business impact and customer experience.
What you’ll do
- Lead with insights: Partner with product, engineering, and design to frame problems, define success metrics, and identify data-driven opportunities for innovation
- Explore with intent: Conduct robust exploratory data analysis and experiments to uncover patterns, validate hypotheses, and guide strategic decisions
- Prototype with purpose: Design and prototype novel algorithms—including GenAI-driven features—that improve automation, customer experience, and agent productivity, taking ideas from concept to production.
- Drive algorithm development and iteration: Collaborate closely with engineers to translate prototypes into production-ready systems, and refine models based on real-world performance and feedback.
- Promote best practices through collaboration and mentorship: Share insights, lead code and research reviews, and guide others in adopting scalable, repeatable approaches to building AI-powered solutions across the product lifecycle.
- Champion the customer: Ensure every solution delivers measurable value to our users and aligns with our business goals.
You’ll be successful by
- Thinking like a builder: You treat every analysis, model, and algorithm as part of a larger product system with real users and business stakes.
- Working autonomously with impact in mind: You self-organize and prioritize your work based on what drives the most value for customers and the business—not just what’s technically interesting.
- Being deeply curious: You dive into product code, data pipelines, and behavioral data to understand the “why” behind the numbers.
- Balancing rigor and velocity: You know when to explore, when to iterate, and when to ship.
- Leading with clarity: You can distill complex findings into compelling stories that drive decisions.
We’re excited about you because you have
- 5+ years of experience developing data-powered products, ideally as an AI engineer, data scientist, or applied ML specialist
- Proven ability to design, prototype, and iterate on algorithms that deliver customer or business value
- Strong fluency in Python and SQL, with hands-on experience in data manipulation, modeling, and visualization
- Deep understanding of machine learning techniques and their practical tradeoffs, with a growing knowledge of emerging GenAI capabilities
- A track record of influencing product direction with your insights and solutions
- A product mindset—you view technology as a tool to improve experience, not an end in itself
- Experience working closely with product managers, designers, and engineers to shape roadmaps and ship impactful features
- A growth-oriented approach to learning new domains, technologies, and tools
How you’ll ramp
- 30 Days: Get hands-on with the data and our platform; deliver an impactful analysis in one product area
- 60 Days: Lead exploratory initiatives and start prototyping algorithms for customer-facing features
- 90 Days: Ship production-ready components for AI products, backed by experiments and performance validation
Interview process
- 2 hour timed case study
- Basic SQL (45min)
- Programming screen (45 min)
- Discussion of a past data science project (60 min)
- Experimental design and data interpretation interview (60 min)
- Gladly product demo and discussion (45 minutes)
- Presentation and Q&A (30 min)
Salary for this role: $134,000 to $167,000 per annum + Equity + Benefits
The cash compensation above includes base salary, and is not reflective of potential commission for employees in eligible roles, or annual bonus targets under Gladly’s bonus plan for eligible roles. In addition to cash compensation, all Gladly’s employees are eligible to participate in Gladly’s equity incentive plan to receive stock options per the terms of the agreement. Individual compensation packages are based on a few different factors unique to each candidate, including their career level, skills, experience, specific geographic location qualifications and other job-related reasons.
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.
