Manager of IT, Gladly
+ Equity
Customer service platform
Be an early applicant
Customer service platform
201-500 employees
Be an early applicant
+ Equity
201-500 employees
Company mission
To make customer service radically personal.
Role
Who you are
- 5+ years of IT experience, with at least 1 years in a leadership or management role
- Proven success managing IT systems in remote-first or hybrid environments
- Strong understanding of cybersecurity standards, compliance, and risk management
- Experience with JAMF, OKTA, 1Password, SaaS tools, cloud platforms, and complex system integrations
- Demonstrated ability to lead cross-functional projects and manage competing priorities
- Excellent communication, collaboration, and problem-solving skills
- Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience)
What the job involves
- As Gladly’s Manager, IT, you’ll play a vital role in shaping and managing our IT operations, supporting a 100% remote workforce while driving innovation and scalability
- You will design and implement strategies that enhance security, efficiency, and productivity, ensuring employees are equipped with the tools and systems they need to thrive
- This role is perfect for a tech-savvy leader who excels at fostering collaboration, driving process improvements, and ensuring the seamless delivery of IT solutions that empower both employees and customers
- Create and execute an IT roadmap that aligns with Gladly’s remote-first vision and business goals
- Foster and approach IT initiatives and operations with a culture of innovation
- Partner with senior leadership to ensure IT initiatives drive operational success
- Manage the implementation, optimization, and maintenance of IT tools, systems, and infrastructure
- Oversee onboarding and offboarding processes to ensure efficiency and security
- Negotiate contracts, service-level agreements (SLAs), and pricing with vendors to ensure optimal value and cost-efficiency in alignment with organizational objectives
- Lead efforts to maintain and improve cybersecurity protocols, protecting company data and ensuring compliance
- Stay ahead of emerging trends in IT security, implementing best practices to mitigate risks
- Continuously evaluate IT processes and tools, driving improvements that enhance productivity
- Integrate new technologies to create better employee experiences and operational outcomes
- Act as a technical advisor to teams, offering insights and support on key initiatives
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
Few candidates hear
back within 2 weeks
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
- Wellness and home office stipends
Company values
- Putting People First - We built our product putting people at the heart of it all. And we’ve taken the same approach to building our company
- Focusing On The Customer - We treat our customers’ goals as our own, and we work hard to achieve them
- Being Humble And Hungry - We applaud initiative and value leadership—but we also believe that nobody is above emptying the dishwasher
- Always Learning - Everyone’s personal best is ahead of them. Seeking new ways to grow is what keeps us motivated
- Owning It - We encourage everyone to seek and share feedback, take calculated risks, and learn from their mistakes
- Communicating It - With an open and transparent culture, collaboration becomes a lifestyle and everyone has a voice
Company HQ
Bernal Heights, San Francisco, CA
Articles
Leadership
Dirk Kessler
(Co-founder)They were a Senior Software Engineer at Claris and Architect for 4 years at FileMaker. They also were the Principal Engineer at Vontu. Worked at Symantec for 7 years, leaving as Distinguished Engineer. They were also an Entrepreneur in Residence at Greylock Partners.
Michael Wolfe
(Co-founder & CPO)Current Portfolio Advisor at Point Nine Capital. They worked as a Developer at Goldman Sachs and as Director of Engineering at iPro+. Previously a VP of Engineering at Kana Communications. Co-founded Vontu and was CEO of Pipewise.
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