Senior Data Scientist

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October 16

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Gladly

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SaaS • B2B • Artificial Intelligence

Gladly is a customer service platform that centers on AI to enhance customer interactions. The platform offers an all-in-one solution with features like People Match®, real-time CSAT feedback, and personalized self-service options, integrating seamlessly with popular tools such as Shopify and Klaviyo. With a focus on enhancing efficiency and decreasing costs, Gladly supports communication across voice, email, SMS, and social media channels. Its AI-driven approach helps businesses drive revenue and promote customer satisfaction by prioritizing personal, lifelong conversations over traditional ticketing systems.

51 - 200 employees

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

📋 Description

• 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

🎯 Requirements

• 5+ 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.

🏖️ Benefits

• 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