Senior Data Analyst at 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 data products are a foundation for enabling contact center leaders to understand their team’s performance and identify opportunities for their company. Because of Gladly’s unique approach to customer service, the data we provide is a key differentiator, not an afterthought. Our data warehouse also gives Gladly’s customer success team the insights to help customers optimize their use of the product. We create a range of metrics and datasets based on carefully designed events and data models. We are looking for a senior data analyst to join our small, fast-growing and high impact team.

As our Senior Data Analyst you will report to the Engineering Manager.

We are looking for someone with the desire and curiosity to constantly learn and take initiative in a fast-paced SaaS company.

What you’ll do

• Collaborate with various Gladly teams and stakeholders to identify business requirements and translate them into reporting requirements.

• Design and create metrics to provide actionable insights to Gladly customers and internal audiences.

• Be a go to person in storytelling in your product area by generating statistical reports and insights from data.

• Provide guidance to other teams about the best practices of designing new metrics and insights.

• Prioritize ad hoc data requests from multiple functions and stakeholders.

• Work with modern cloud databases like Snowflake and Athena as well as orchestration tools like Airflow.

You’ll be successful by

• Being eager to learn Gladly’s business domain and apply this knowledge in building the innovative product.

• Self-organizing and prioritizing your work based on the impact to the customer.

• Understanding how to balance pragmatic solutions with best practices of data modeling and BI.

• Showing ownership and pride in your work by promoting the best practices of building data insights 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 as a Data Scientist or Analyst, demonstrating proficiency in extracting actionable insights from data sets to develop visually compelling dashboards and reports for stakeholders at all levels utilizing BI tools like Looker, Superset or Tableau.

• 8+ years in SQL for data manipulation and reporting purposes, including building dimensional data models for warehouses.

• 4+ years of hands-on experience with modern notebook environments such as Hex and Jupyter, showcasing the ability to iteratively explore, visualize, and analyze data.

• 2+ years in performing advanced analytics techniques including user segmentation, cohort analysis, time series analysis and regression modeling to uncover key business trends and drivers.

• Excellent teamwork skills; you love participating with high-performing product teams.

• 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 arent intimidated by new domains or technology; youre 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.

Research has shown that individuals from marginalized groups are less likely to apply to jobs where they dont meet 100% of the criteria. Gladly values diversity of experience, so if you believe you have the right skill set, we welcome you to apply - even if you dont check every box in the job description. Were committed to an inclusive workplace and would love to see if you could be the next great addition to our team.

Compensation:

$134,000 to $186,000 per annum base salary + equity + 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 isnt always about having the most resources or the most experience; its 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