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.
We’re looking for a Senior Product Designer to join our team. Our product teams are led by a product manager, designer, and engineering manager, and are organized around personas, which helps us create a long-term vision and build toward that. We also exchange within the design team to build up each other’s craft and build a cohesive product.
We draw inspiration from consumer apps and messaging experiences, and heroes (that’s what we call agents) love how quickly they ramp up. With a range of powerful AI features, we see consumers getting the personalized help they need easily, and heroes getting the context and support they need to focus on the customer and build a connection. We also obsess about the experience for managers of contact centers, providing them with the visibility and tools to provide great service at scale. We’d ideally find a new teammate who takes complex problems and guides towards simple and intuitive solutions, who generates new ideas quickly and is excited to seek out feedback, iterate, and partner with other teams to drive impact.
What things might look like for you at Gladly:
- Collaborate with product management, engineering, design peers, and key stakeholders
- Craft, run, and synthesize user research sessions with your PM partner to inform long-term and near-term decisions
- Create prototypes, flows, and mockups that help your team align on the direction and deliver an amazing product
- Inform product strategy and future vision-setting for the team and broader product
- Help the team tell a compelling story of the product and where it is heading
A few projects you could be working on:
- Helping customer support heroes gain the context they need to provide incredible support
- Imagining how Gladly can be more intuitive for first-time and long-time users
- Making consumers’ lives easier with personalized and friendly service, whether provided by AI or heroes
- Exploring new ways to build trust and coach AI to deliver great service and foster loyalty
Please reach out if you:
- Have 4+ years of experience as a product designer
- Are able to work independently and with a fair amount of ambiguity, while also building in feedback loops and bringing collaborators along
- Communicate your thoughts, process, and goals clearly with a range of audiences
- Know what great visual and interaction design looks like, and care about delivering that in your work
- Love tackling hard problems and coming up with powerfully simple solutions
Nice to haves:
- Experience with B2B products
- Experience with AI design and products
Please provide a portfolio to give us a window into your work. Cover letters are not required.
Research has shown that individuals from marginalized groups are less likely to apply to jobs where they don’t meet 100% of the criteria. Gladly values the diversity of experience, so if you believe you have the right skill set, we welcome you to apply - even if you don’t check every box in the job description. We’re committed to an inclusive workplace and would love to see if you could be the next great addition to our team.
Compensation:
For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.
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.
