Senior Engineering Manager - Core Services

January 19

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Gladly

Gladly is a customer service platform that centers on AI to enhance customer interactions. The platform offers an all-in-one solution with features like People Match®, real-time CSAT feedback, and personalized self-service options, integrating seamlessly with popular tools such as Shopify and Klaviyo. With a focus on enhancing efficiency and decreasing costs, Gladly supports communication across voice, email, SMS, and social media channels. Its AI-driven approach helps businesses drive revenue and promote customer satisfaction by prioritizing personal, lifelong conversations over traditional ticketing systems.

Customer Service Platform • Saas • customer service • customer experience • omnichannel

Description

• About Gladly: Gladly, the customer-centered, AI-powered customer support platform is built around people, not tickets. • Gladly is a fully distributed company that embraces remote work and believes in flexibility, innovation, and inclusivity. • As our Core Services Senior Engineering Manager you will lead a team of software engineers as they continue to build and scale a solid foundation for our developers. • You’ll be successful by helping your team members succeed in achieving their project and career development goals. • Few Project Examples You Could Be Working On: Defining and implementing best practices for Gladly’s next generation of CI/CD pipelines. • 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.

Requirements

• 5+ years of engineering management experience including hiring and growing a high-performing software engineering team • Previous experience as a top performing full-stack software engineer at a SaaS start-up • Proficiency in several programming languages • Experience coaching teams to ensure a delightful user experience with high-quality products that help the user solve complex real-world problems that have yet to be solved before • Experience ensuring that all of your engineers with variable backgrounds, seniority and understanding of the domain advance in their professional development • Experience working with your team to understand the users' problems and domain, and foreseeing and mitigating potential problems in plans

Benefits

• 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

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