Senior Data Analyst, Gladly
$134-186k
Salary dependent on location. Plus Equity
Customer experience AI built for LTV
Job no longer available
Customer experience AI built for LTV
201-500 employees
Job no longer available
$134-186k
Salary dependent on location. Plus Equity
201-500 employees
Company mission
To make customer service radically personal.
Role
Who you are
- 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
- 6+ years of experience as a Data Analyst or Data Scientist with expertise in analytics, BI and A/B testing
- 5+ years of experience of working in a data warehouse environment with dimensional data modeling and aggregation
- Proficiency in SQL (any dialect) and experience with large data set that includes semi-structured and unstructured data
- 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
- Experience with BI tools like Looker, Tableau, Power BI, Superset, data science tools like Hex, Jupyter notebook, familiarity with modern orchestration tools like Airflow and data catalogs, e.g. DataHub
What the job involves
- As our Senior Data Analyst you will report to the Engineering Manager
- Design and create metrics and insights to support the needs of Gladly customers and internal audiences
- Collaborate with various Gladly teams and stakeholders to identify business requirements and translate them into reporting requirements
- Generate statistical reports and insights from data
- Prioritize ad hoc data requests from multiple functions and stakeholders
- Working with modern cloud databases like Snowflake and Athena as well as orchestration tools like Airflow
Our take
Gladly is a cloud-based platform integrating multiple customer service channels into a single UI. It helps companies cater to the upward trend in personalized service by allowing them to communicate with their customers seamlessly across any channel from voice, email, messaging, chat and social media.
The rise in eCommerce has meant demand for services like Gladly is growing. To stand out, the company has focussed on building out its platform with new features. Most lately, this has included an AI and automation-driven customer service platform.
As a certified app partner to Shopify, Gladly benefits from the ability of Shopify merchants to integrate directly with its platform. The company has raised considerable funding, the latest of which supports accelerated growth on the back of releasing its unified customer service platform.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Sep 2024
$40m
LATE VC
Dec 2022
$55m
LATE VC
Total funding: $208m
Company benefits
- Stock options
- Medical, Dental, Vision and Life insurance
- Generous paid time off
- Generous paid Parental Leave
- 401K
- Flexible Spending Accounts
- Home office stipends
Company HQ
Bernal Heights, San Francisco, CA
Leadership
Charlie Besecker
(CEO)Charlie joined Gladly in 2024 as a President, moving into the role of CEO in 2025. Prior to this, he was a CRO at GRIN and Route.
Joseph Ansanelli
(Co-Founder & Executive Chairman)After co-founding Gladly in 2015, Joseph served as the CEO until 2025. He has also been at Greylock since 2012, spending 5 years as a General Partner before becoming a Venture Partner.
Andy D'Amato
(CRO)Prior to joining Gladly in 2022, Andy spent nearly 9 years at PTC. While there he held a number of roles, including Senior VP of Sales, Americas IoT & Augmented Reality and Senior VP of Global IoT Sales.
Todd Rakow
(CFO)Todd joined Gladly in 2019 as a VP of FInance & Operations before moving into the role of CFO in 2022. Previously, he co-founded Kanjoya and served as the CFO for nearly 6 years. He also spent some time at PayPal as a Senior Operations & Strategy Manager.
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