Gladly is hiring : Senior Product Designer in San Francisco

Join to apply for the Senior Product Designer role at Gladly

Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences.

We're looking for a Senior Product Designer to join our team. Our product teams are led by a product manager, designer, and engineering manager, and are organized around personas, which helps us create a long-term vision and build toward that.

About the Role We draw inspiration from consumer apps and messaging experiences, and heroes (that’s what we call agents) love how quickly they ramp up. With a range of powerful AI features, we see consumers getting the personalized help they need easily, and heroes getting the context and support they need to focus on the customer and build a connection.

Responsibilities Collaborate with product management, engineering, design peers, and key stakeholders

Craft, run, and synthesize user research sessions with your PM partner to inform long-term and near-term decisions

Create prototypes, flows, and mockups that help your team align on the direction and deliver an amazing product

Inform product strategy and future vision-setting for the team and broader product

Help the team tell a compelling story of the product and where it is heading

Projects You Could Be Working On Helping customer support heroes gain the context they need to provide incredible support

Imagining how Gladly can be more intuitive for first-time and long-time users

Making consumers’ lives easier with personalized and friendly service, whether provided by AI or heroes

Exploring new ways to build trust and coach AI to deliver great service and foster loyalty

Requirements Have 4+ years of experience as a product designer

Are able to work independently and with a fair amount of ambiguity, while also building in feedback loops and bringing collaborators along

Communicate your thoughts, process, and goals clearly with a range of audiences

Know what great visual and interaction design looks like, and care about delivering that in your work

Love tackling hard problems and coming up with powerfully simple solutions

Nice To Haves Experience with B2B products

Experience with AI design and products

Please provide a portfolio to give us a window into your work. 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 the 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.

Compensation We set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies.

Why Join Gladly? 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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