Director of Design, Gladly
$173-249k
+ Stock options
Customer experience AI built for LTV
Job no longer available
Customer experience AI built for LTV
201-500 employees
Job no longer available
$173-249k
+ Stock options
201-500 employees
Company mission
To make customer service radically personal.
Role
Who you are
- If you're passionate about building products that people love, crafting a compelling brand narrative, and leading a team to do their best work, we want to hear from you!
- 10+ years of experience in design, with at least 4 years in a leadership role, managing and mentoring design teams
- A strong portfolio showcasing a track record of designing and leading the design of successful, user-centered products and impactful marketing campaigns, ideally in the SaaS or enterprise software space
- Exceptional leadership and communication skills, with the ability to inspire, influence, and collaborate effectively with team members and stakeholders at all levels
- A deep understanding of design principles and methodologies, as well as brand strategy and marketing principles
- A strong visual design aesthetic and a keen eye for detail
- Experience building and scaling design systems and working with modern design and prototyping tools
- Experience conducting and interpreting user research and quantitative inputs
- A strategic mindset, ability to connect design choices to broader company strategy and goals, and ability to prioritize for outcomes
- A drive for innovation, creativity, emerging technologies, and pulse on design trends and user behaviors
- Experience working in companies with very high design standards is a plus
- Exceptional problem-solving and communication skills, with a collaborative mindset
- The ability to navigate ambiguity and manage multiple priorities effectively
- A willingness to learn and contribute to a fast-paced team fueled by underdog grit and a shared passion for excellence
What the job involves
- We're looking for a visionary Director of Design to lead, inspire, and grow our talented design team, shaping the future of customer service
- Design is already part of what sets Gladly apart, and you’ll continue to drive that differentiation forward
- You'll be a key strategic partner to the Product, Engineering, and Marketing leadership, ensuring that design—both in the product and how we tell our story—remains a core part of our company's mission and success
- You’ll be leading a team of impressive designers and championing our brand principles in everything we build
- Our product takes inspiration from the best consumer experiences, and customers rave about how the intuitive design helps them drive better and faster results
- You'll be a player-coach, both guiding the team and contributing directly to design efforts, fostering a culture of collaboration, innovation, and continuous improvement
- You will oversee both Product Design and Brand Design, creating a cohesive design language across all aspects of Gladly
- Lead, mentor, and grow a team of product and brand designers, fostering a culture of creativity, collaboration, and continuous learning
- Contribute to product and brand strategy, often exploring new areas of opportunity
- Establish and maintain design systems, processes, and tools to ensure consistency, efficiency, and scalability across both product and marketing design
- Stay plugged in to industry trends and best practices in both product and brand design, fostering fresh perspectives and innovative ideas to the team
- Act as a player-coach, contributing directly to key projects and initiatives, and helping team members bring their best to each project
- Oversee the user research process, ensuring that design decisions are informed by user insights and data, and that brand messaging resonates with our target audience
- Drive the evolution of the Gladly brand identity and its expression across the product, marketing materials, website, and all other touchpoints
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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