Gladly is the only customer service software built around people, not tickets.

AI is revolutionizing how we work and communicate. Consumer expectations of how they're known and treated by brands has never been greater. At the same time brands are under pressure to do more with less and must balance the tension between saving money with AI and automation, while still delivering world-class experiences for consumers. The right experiences create connection, loyalty and customer lifetime value.

Customer service software built on tickets fails to navigate this tension. And brands who rely on ticketing software are failing in this new economy. Bloated tech stacks. Duplicate tickets. Consumer repetition and frustration. Fumbling and flustered agents. Two bad service experiences will lose a customer for life.

Gladly applies AI differently, to help commerce brands deliver radically personal, concierge-level customer service at scale. With Gladly, consumers help themselves when they want and customer service agents are made into superheroes, gaining efficiency and productivity. Every conversation in Gladly starts with a real-time understanding of the customer -- who they are, their preferences, their conversation and purchase history with the brand, every interaction in one place. And with every channel built-in natively - VOICE, email, SMS, chat, social messaging, self-service – brands have one, lifelong conversation stream with their customers.

Gladly's customers are the world’s most loved brands -- Allbirds, Bombas, Crate & Barrel, Deckers, Eddie Bauer, FTD, Nordstrom, REI, Ulta Beauty, and Warby Parker. These brands and hundreds more leverage Gladly to build lifelong loyal customers through deep connections.

Make customer service your business with Gladly.

Gladly’s data products are a foundation for enabling contact center leaders to understand their team’s performance and identify opportunities for their company. Because of Gladly’s unique approach to customer service, the data we provide is a key differentiator, not an afterthought. Our data warehouse also gives Gladly’s customer success team the insights to help customers optimize their use of the product. We create a range of metrics and datasets based on carefully designed events and data models. We are looking for a senior data analyst to join our small, fast-growing and high impact team.

As our Senior Data Analyst you will report to the Engineering Manager. We are looking for someone with the desire and curiosity to constantly learn and take initiative in a fast-paced SaaS company.

What you’ll do

• Collaborate with various Gladly teams and stakeholders to identify business requirements and translate them into reporting requirements.
• Design and create metrics to provide actionable insights to Gladly customers and internal audiences.
• Be a go to person in storytelling in your product area by generating statistical reports and insights from data.
• Provide guidance to other teams about the best practices of designing new metrics and insights.
• Prioritize ad hoc data requests from multiple functions and stakeholders.
• Work with modern cloud databases like Snowflake and Athena as well as orchestration tools like Airflow.

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 data modeling and BI.
• Showing ownership and pride in your work by promoting the best practices of building data insights within Gladly, educating other teams on their use and providing ongoing maintenance and support.

We’re excited about you because you have

• 8+ years of experience as a Data Scientist or Analyst, demonstrating proficiency in extracting actionable insights from data sets to develop visually compelling dashboards and reports for stakeholders at all levels utilizing BI tools like Looker, Superset or Tableau.
• 8+ years in SQL for data manipulation and reporting purposes, including building dimensional data models for warehouses.
• 4+ years of hands-on experience with modern notebook environments such as Hex and Jupyter, showcasing the ability to iteratively explore, visualize, and analyze data.
• 2+ years in performing advanced analytics techniques including user segmentation, cohort analysis, time series analysis and regression modeling to uncover key business trends and drivers.
• Excellent teamwork skills; you love participating with high-performing product teams.
• Customer-centricity and product focus. You look at everything you create through the lens of how it improves experience for the end-user. You are comfortable communicating how various approaches might impact the product behavior (and vice versa).
• 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.
• Experience working with cross-functional teams including but not limited to Engineering, Design and Product.

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.