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.
What you’ll do
- Understand customer’s business goals in order to drive the adoption and optimal use of Gladly’s suite of products.
- Lead in the design and continuous optimization of AI workflows using prompt engineering and third party integrations.
- Proactive Check-ins & Implementation: Conduct regular check-ins with customers, providing actionable suggestions for improving their use of the product, and ensuring effective implementation of new features and functionalities- Solutioning & Troubleshooting: Be the go-to expert for navigating complex customer situations, providing guidance and innovative solutions to ensure customer success.
- Customer Feedback & Product Advocacy: Collect and analyze feedback from customers, identifying trends across pricing, metrics, and product functionality. Provide actionable insights to Product, Engineering, and leadership to drive continuous improvement in Gladly’s offerings.
- Proactive Engagement & Risk Mitigation: Collaborate with Customer Success Managers (CSMs) to track progress against business goals, surface risks, document blockers, and ensure alignment on timelines and expectations.
QBRs & EBRs: Participate in Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) to provide updates, review progress on large initiatives, and ensure customers’ needs and goals are being met with the Gladly platform.
What we’re looking for
* Technical Expertise: Strong understanding of SaaS platforms, JSON, REST APIs, and Webhooks particularly in customer service or retail technology. Proven ability to quickly learn and adapt to new products and communicate their value to customers.
* Experience: Minimum of 3-5 years in a technical account management, solutions engineering, or support engineering role, preferably in a SaaS or customer service-related environment. Experience with enterprise clients is a plus.
* Problem-Solving & Solutioning: Ability to solve complex technical challenges, including handling unique or “out-of-the-box” customer requests.
* Client-Focused Communication: Exceptional English communication skills, both written and verbal, with the ability to convey complex technical details in a customer-friendly manner. Comfortable leading discussions and providing insight in high-stakes settings such as QBRs, EBRs, and executive-level meetings.
* Data-Driven & Analytical: Proficiency in analyzing customer data and generating actionable insights from key metrics, usage patterns, and market trends. Experience in creating and sharing data-driven reports that influence both product and customer strategies.
* Collaborative Mindset: Ability to work cross-functionally with teams like Product, Engineering, Sales, and Customer Success to ensure alignment, solve problems, and advocate for the customer’s needs.
* Project Management & Prioritization: Strong project management skills, with experience balancing multiple high-priority initiatives, coordinating with internal teams, and ensuring timely execution of customer-focused deliverables.
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.
