About Gladly:
Gladly is the only customer service software built around people, not tickets. Gladly applies AI differently, to help brands deliver radically personal customer service at scale, enabling consumers to help themselves and turning customer service agents into heroes by making them more productive. Every conversation starts with a real-time understanding of the customer. With every channel built-in – voice, email, SMS, chat, social messaging, self-service – companies have one, lifelong conversation stream with their customers. The world’s most loved brands including Allbirds, Bombas, Crate & Barrel, Ulta Beauty, and Warby Parker leverage Gladly to build lifelong loyal customers.
Our team loves working at Gladly because of its people, continuous growth opportunities, all in commitment to DEIB, collaboration, and culture.
What you’ll do
- Design and code innovative, scalable, and fault-tolerant applications across the technology stack within the Gladly product.
- Teach. Provide technical guidance and mentorship in software engineering best practices while demonstrating these as an individual contributor.
- Collaborate. Work closely with small, nimble, cross-functional teams of engineers, product managers, designers, and business teams.
- Contribute. Participate in all aspects of the project lifecycle, from ideation to release to measurement and iteration (sometimes in a leadership role).
- Have opportunities to move between teams and learn other cool technologies.
You’ll be successful by
- Being eager to learn Gladly’s business domain and apply this knowledge in building the innovative product.
- Self-organizing and prioritizing your work based on the impact to the customer.
- Understanding how to balance pragmatic solutions with best practices of software engineering.
- Showing ownership and pride in your work by promoting the best practices of software engineering within Gladly, educating other engineers on them, and providing ongoing maintenance and support.
We’re excited about you because you have
- 5+ years of backend or full-stack engineering experience, with some leadership or mentorship experience.
- Strong teamwork skills; you love participating with high-performing teams of engineers.
- Customer-centricity and product focus. You look at everything you create through the lens of how it helps your customers. You are comfortable communicating how various technical approaches might impact product behavior.
- Learning mentality. You aren't intimidated by new domains or technology; you're willing to dive into documentation/videos, talk to your teammates, and experiment to become well-versed.
- Competence with data structures, algorithms, software design, and cloud architectures.
- Willingness to work across the technology stack. If you’ve found your strength in designing scalable backend systems, you’re willing to work on the supporting changes in Gladly front-end and vice versa.
- Operational expertise. You value robust observable solutions with actionable monitoring and the importance of tooling for troubleshooting and resolving issues.
- (Bonus) Experience with the technologies we use: Go, Kafka, Typescript, React, Node.js, PostgreSQL, Redis, Snowflake, Docker, Kubernetes, AWS.
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 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:
$134,000 to $186,000 per annum base salary + equity + benefits
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
Working at Gladly:
Putting people first is kind of our thing. Not only is it at the core of our product, but shapes our overall culture at Gladly—from our approach to hiring, to our benefits, and how we think about our place in the community.
We have embraced remote work and make it easy for our team to work from anywhere, but we also invest in opportunities to get the teams together in person regularly.
We have a strong work ethic, but value life outside of work, too.
Gladly Beliefs:
- We win as one team: We believe the most important focus for us as a team is making the company successful.
- We are successful when our customers succeed: We are committed to understanding the needs and expectations of our customers. We provide an exceptional product along with expertise and insight to help achieve their goals.
- We believe in challenging the status quo: We know that our greatest strength is our ability to cultivate a growth mindset focused on reinventing customer service.
- We value underdog grit: Success isn't always about having the most resources or the most experience; it's about having the determination and grit to keep pushing forward especially when it’s hard.
- We strive to make every shot count: We will never have enough “shots on goal” so we strive to make every project, feature, customer presentation, the best it can be.
- We embrace transparency: We know the best outcomes come from collaboration followed by communication of and commitment to the decision.
Our focus is on people and that starts with our employees. As an employee you can count on:
- Competitive salaries, stock options
- Medical, Dental, Vision and Life insurance
- Generous paid time off
- Generous paid Parental Leave
- 401K
- Flexible Spending Accounts
- Home office stipends
Founded in 2014 by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service. By focusing on customers instead of tickets, we are disrupting a $70B market and are proud to count Crate and Barrel, Warby Parker and many other innovative brands as customers. Gladly has raised over $110M from Greylock Partners, NEA, GGV Capital, Glynn Capital and JetBlue Tech Ventures.
Gladly has made the decision to become a fully distributed company, allowing employees to live anywhere in the United States, and candidates to come from nearly any geographical region. That said, we also highly value our collaborative and creative culture and commit to meeting in real life as a company at least once per quarter when it is safe to do so.
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