Staff Data Scientist

About Gladly:

Gladly is the only customer service software built around people, not tickets. Gladly applies AI differently, to help brands deliver radically personal customer service at scale, enabling consumers to help themselves and turning customer service agents into heroes by making them more productive. Every conversation starts with a real-time understanding of the customer. With every channel built-in – voice, email, SMS, chat, social messaging, self-service – companies have one, lifelong conversation stream with their customers. The world's most loved brands including Allbirds, Bombas, Crate & Barrel, Ulta Beauty, and Warby Parker leverage Gladly to build lifelong loyal customers.

Our team loves working at Gladly because of its people, continuous growth opportunities, all in commitment to DEIB, collaboration, and culture.

About the role

Gladly's AI & Research team uses data and insights to power novel AI products and drive data-based decisions across the product team. Data scientists at Gladly partner closely with product managers, engineers and designers to understand our users and innovate on our products using data.

We are looking for someone with the desire and curiosity to learn, take initiative and make a lasting impact at a fast-paced SaaS company.

What you'll do

• Collaborate with various Gladly teams and stakeholders to build a deep understanding of our business, our customers and the problems they face
• Work closely with our product leadership to influence product roadmap and strategy, driving collaborative discussions based on quantitative insights
• Design and perform analyses or experiments to deepen our understanding of customers, uncover product improvement opportunities, provide actionable recommendations, and drive product decisions
• Develop novel algorithms to improve customer service automation and Hero efficiency, working on problems from conception through design, prototyping and shipping production features
• Provide guidance to other teams about the best practices for gaining insight into product behavior and experimentation to improve product effectiveness
• Provide mentorship to other data scientists through code and research reviews, documentation, technical guidance and pairing

You'll be successful by

• Being eager to learn Gladly's business domain and customer problems, and applying this knowledge to building innovative products.
• Self-organizing and prioritizing your work based on the impact to the customer and business.
• Effectively balancing task-based and exploratory work
• Being comfortable diving into the data and tracing through product code to understand data origins
• Showing ownership and pride in your work by promoting the best practices of building data products within Gladly, educating other teams on their use and providing ongoing maintenance and support.

We're excited about you because you have

• 8+ years of experience working with data to solve problems and make decisions, especially as a data scientist or product analyst
• A strong track record of designing, prototyping, scaling and launching data science products to solve business problems
• Excellent SQL and python skills for data manipulation, exploration and visualization, especially in Jupyter notebooks
• A strong understanding of ML algorithms
• Excellent communication skills; you excel at turning data into compelling and actionable insights and have a proven track record for driving change in a product organization
• 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.

How you'll ramp

• 30 days: Built familiarity with at least one product area and existing data available. Produced at least one new analysis using existing data.
• 60 days: Comfortable leading discussions with product stakeholders on quantitative analyses and improvement opportunities
• 90 days: Developed new methods to evaluate and/or algorithms to power AI products that are in production

Interview process

• 2 hour timed case study
• Basic SQL (45min) and programming screen (45 min)
• Discussion of a past data science project (60 min)
• Experimental design and data interpretation interview (60 min)
• Presentation and Q&A (30 min)

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. We're committed to an inclusive workplace and would love to see if you could be the next great addition to our team.

Compensation

$156,000 to $215,000 per annum; equity, and benefits

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.

Working at Gladly:

Putting people first is kind of our thing. Not only is it at the core of our product, but shapes our overall culture at Gladly—from our approach to hiring, to our benefits, and how we think about our place in the community.

We have embraced remote work and make it easy for our team to work from anywhere, but we also invest in opportunities to get the teams together in person regularly.

We have a strong work ethic, but value life outside of work, too.

Gladly Beliefs:

• We win as one team: We believe the most important focus for us as a team is making the company successful.
• We are successful when our customers succeed: We are committed to understanding the needs and expectations of our customers. We provide an exceptional product along with expertise and insight to help achieve their goals.
• We believe in challenging the status quo: We know that our greatest strength is our ability to cultivate a growth mindset focused on reinventing customer service.
• We value underdog grit: Success isn't always about having the most resources or the most experience; it's about having the determination and grit to keep pushing forward especially when it's hard.
• We strive to make every shot count: We will never have enough "shots on goal" so we strive to make every project, feature, customer presentation, the best it can be.
• We embrace transparency: We know the best outcomes come from collaboration followed by communication of and commitment to the decision.

Our focus is on people and that starts with our employees. As an employee you can count on:

• Competitive salaries, stock options
• Medical, Dental, Vision and Life insurance
• Generous paid time off
• Generous paid Parental Leave
• 401K
• Flexible Spending Accounts
• Home office stipends

Founded in 2014 by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service. By focusing on customers instead of tickets, we are disrupting a $70B market and are proud to count Crate and Barrel, Warby Parker and many other innovative brands as customers. Gladly has raised over $110M from Greylock Partners, NEA, GGV Capital, Glynn Capital and JetBlue Tech Ventures.

Gladly has made the decision to become a fully distributed company, allowing employees to live anywhere in the United States, and candidates to come from nearly any geographical region. That said, we also highly value our collaborative and creative culture and commit to meeting in real life as a company at least once per quarter when it is safe to do so.