Gladly is hiring a

Senior Product Designer

USA - Remote

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.

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:

$128,000 to $178,000 per annum; equity, and 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.

Benefits

• 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