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 talented and enthusiastic Senior Brand Designer to bring the visual expression of our company to life. As a key member of our marketing department, you will play a crucial role in shaping the visual identity and user experience of our brand across multiple channels. You will be a creative leader with a strong understanding of design principles, experience and ability to communicate clearly about your creative decisions, and a passion for creating beautiful, innovative, and effective designs that drive both user engagement and business results.
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 focus on the experience for managers of contact centers, providing them with the visibility and tools to provide great service at scale. We’re seeking 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:
- Lead design projects: Conceptualize and execute design solutions across various platforms, including web, mobile, email, and social media.
- Develop and maintain brand consistency: Ensure all design assets adhere to our brand guidelines and contribute to a cohesive brand identity.
- Contribute to and enhance our design system: Help develop and maintain a comprehensive design system to ensure consistency and efficiency across all design projects.
- Create high-quality design deliverables: Produce a wide range of design assets, including website layouts, landing pages, animations, video, marketing collateral, user interfaces, icons, illustrations, and presentations.
- Collaborate with cross-functional teams: Work closely with marketing, product, and engineering teams to translate business goals and user needs into compelling visual designs.
- Stay up-to-date on design trends: Continuously research and explore new design tools, technologies, and trends in the SaaS industry.
A few projects you could be working on:
- Creating exciting and innovative digital journeys for Gladly’s customers and prospects
- Defining how Gladly’s brand looks and feels in new channels
- Bringing Gladly’s brand to life in in-person events and activations
- Defining and leading Gladly’s multimedia strategy
Please reach out if you have:
- Have 5+ years of experience in graphic design, visual design, or a related field, with a focus on SaaS products.
- Expert proficiency in design tools such as Adobe Creative Suite (Photoshop, Illustrator, InDesign), Figma, Sketch, or similar.
- A strong portfolio showcasing your design skills and experience across various digital platforms.
- Solid understanding of user-centered design principles and experience with user research and usability testing.
- Experience with motion graphics, animation, or UX design.
- Excellent communication and collaboration skills with the ability to clearly articulate design decisions and work effectively in a team environment.
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.
Top Skills
What We Do
Gladly is a Radically Personal customer service platform. Designed with people at the center, Gladly enables a single lifelong customer conversation from voice to messaging, and empowers some of today’s most innovative companies to deliver exceptional customer experiences that make customer service a competitive advantage.
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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