About Gladly:
Gladly, the customer-centered, AI-powered customer support platform is built around people, not tickets. Unlike traditional ticket-based customer support solutions, our software helps brands deliver radically personal service at scale by integrating every channel—voice, email, SMS, chat, social messaging, and self-service—into a single, lifelong conversation stream. Companies like Allbirds, Bombas, Crate & Barrel, and Warby Parker use Gladly to create exceptional customer experiences, transforming everyday customer interactions into lasting connections.
Gladly is a fully distributed company that embraces remote work and believes in flexibility, innovation, and inclusivity. We foster a collaborative, inclusive culture that prioritizes growth, DEIB, and meaningful connections. At Gladly, people are at the heart of everything we do.
As a critical member of Gladly’s Customer Success (CS) organization, the Customer Operations Manager will work with Customer Success Leadership to identify and build processes and reporting for the CS team that drives the performance and satisfaction of Gladly customers. Specifically, this resource will work closely with the Customer Success Managers to analyze our customers’ usage of our solution, develop a variety of reports, and craft recommendations to improve our customers’ performance through the optimization of systems and operationalization of team behaviors – ensuring a consistent and ever-improving outcome for both Gladly customers and the department. This candidate will report to the Director of Revenue Operations, and will support all the post-sales Customer Success Teams. A successful candidate will be able to quickly gain an understanding of the Gladly systems, customer use cases, and overall technology platform. Additionally, the candidate should be a curious, data-driven individual, who loves project management, cross-team collaboration, and is passionate about the overall customer service experience.
Why Join Gladly?
At Gladly, we’re not just building software—we’re transforming an industry. We take a people-first approach, both in our product and our culture. When you join us, you’ll enjoy:
- 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
At Gladly, we believe in challenging the status quo, celebrating grit, and striving for excellence. We thrive as a team by embracing transparency, collaboration, and a customer-first mindset. If this role excites you but you don’t meet every qualification, we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.