About Gladly:
Gladly, the customer-centered, AI-powered 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.
The Team
You’ll be part of the Brand & Creative team, reporting to our Head of Brand and collaborating closely with product marketing, growth, and customer experience. This team serves as the storytelling engine behind our brand—crafting high-impact narratives, visuals, and systems that educate, inspire, and convert. We work cross-functionally to drive business impact, move fast without sacrificing quality, and support each other like a true team. We embrace experimentation, thrive in ambiguity, and believe that strong storytelling—scaled intelligently—is a core growth lever.
The Opportunity
This is not a traditional content producer role. We’re looking for someone who uses AI to completely transform the speed, scale, and quality of multimedia content production. You won’t just create—you’ll operationalize storytelling at scale using cutting-edge tools and automation. From turning one idea into 100+ content assets to building frameworks that fuel always-on marketing and thought leadership, you’ll make content production a force multiplier for the business.
The ideal candidate is an AI-native multimedia producer who can combine creativity with systems thinking. You’re comfortable owning video, animation, and written content end-to-end—while optimizing for performance and speed. You love solving problems with technology, pushing the boundaries of what’s possible, and delivering work that raises the bar. If you're obsessed with using AI to break production bottlenecks and deliver results fast, this is your stage.
Gladly has recently expanded its target markets beyond North America, and this role will play a key part in driving content initiatives with a strong localization focus for EMEA, APAC, and Nordic regions.
What You’ll Do
AI-Powered Content Production & Scaling
- Use AI tools for video creation, content repurposing, and automation to scale production 10x beyond traditional methods.
- Generate high-volume, high-impact multimedia content—short-form videos, animations, AI-enhanced scripts, and data-driven storytelling.
- Build AI-driven content frameworks that transform a single piece into 100+ variations across multiple platforms.
- Optimize content production workflows using automation, enabling hyper-efficiency in ideation, creation, and distribution.
Video & Multimedia Execution
- Own end-to-end video and animation production, from concept to final cut, using AI-driven enhancements for speed and quality.
- Produce product explainers, customer stories, viral-style clips, and motion graphics at scale.
- Experiment with AI-assisted storytelling techniques—generative AI video, deep learning-enhanced visuals, and synthetic media.
- Automate and iterate—constantly testing new AI-driven production methods to stay ahead of industry trends.
Content Optimization & Performance Scaling
- Use AI analytics to optimize video engagement, iterate rapidly, and maximize audience impact.
- Implement AI-driven personalization to tailor content to specific audiences and increase conversion rates.
- A/B test AI-generated variants of videos, thumbnails, and messaging to maximize performance across channels.
- Drive SEO-enhanced multimedia strategies, leveraging AI to create content that ranks, converts, and scales effortlessly.
What We’re Looking For
- 7-8+ years in multimedia content creation, with a deep focus on AI-driven production.
- Bachelor’s degree or higher in Communications, Multimedia Production, Digital Media, or equivalent combination of education and experience
- Extensive expertise in leveraging AI-driven tools to optimize and scale content production, with a strong track record of efficiency and innovation.
- Expert at scaling storytelling—you can take a single idea and turn it into an entire content ecosystem with AI-driven efficiency.
- A multimedia powerhouse—skilled in video, animation, motion graphics, and generative AI tools.
- Data-driven and experimental—constantly testing, optimizing, and iterating at high speed.
- Autonomous and relentless—you don’t wait for direction; you find ways to produce
- Mastery of AI content tools (Runway, Synthesia, Descript, HeyGen, MidJourney, ChatGPT, etc.).
- Strong background in video production and automation, with expertise in Adobe Premiere, After Effects, and AI-enhanced editing tools.
- Proven ability to create high-volume, high-impact content that drives engagement and brand visibility.
- Strong project management skills, with the ability to manage multiple projects and deadlines.
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.
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What We Do
Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences.
Gladly was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly, every conversation feels uniquely tailored and instantly responsive, emotionally intelligent and operationally precise, deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI —uniquely designed to maintain a single, continuous conversation across all channels while striking the perfect balance of technology and human connection.
Gladly is loved and trusted by hundreds of world-class brands to deliver award-winning experiences and drive serious results —240 million conversations powered by Gladly Customer AI, $510M cumulative cost savings across brands using Gladly, and a 65% increase in CSAT scores.
Customer experience isn’t broken—it’s just built on the wrong foundation. Gladly reimagines CX with AI that gets it right.
Why Work With Us
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.
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