Customer Service Analyst (Gladly Specialist)

In this role, you will serve as the primary onshore technical contact, partnering directly with business stakeholders to gather requirements, design solutions, manage onshore/offshore execution, and ensure smooth delivery and production support for Gladly and surrounding customer service tools. Role Overview We are seeking a hands-on Techno-Functional Customer Service Analyst with specialized expertise in the Gladly customer service platform and experience in the retail industry .

Job Description: Customer Service Analyst (Gladly Specialist)

• Job Title: Customer Service Analyst

• Location: San Ramon, CA (Onsite)

• Employment Type: Contract / Onsite

Role Overview

We are seeking a hands-on Techno-Functional Customer Service Analyst with specialized expertise in the Gladly customer service platform and experience in the retail industry. In this role, you will serve as the primary onshore technical contact, partnering directly with business stakeholders to gather requirements, design solutions, manage onshore/offshore execution, and ensure smooth delivery and production support for Gladly and surrounding customer service tools.

Key Responsibilities

• Gladly Platform Leadership: Lead onshore development, enhancement, and optimization activities for the Gladly customer service technology platform.

• Requirement Gathering & Translation: Partner closely with retail business teams to gather requirements, define priorities, and translate them into technical deliverables.

• Solution Architecture & Delivery: Own solution design, coordinate development, oversee end-to-end testing, and drive release readiness.

• Global Delivery Management: Collaborate with offshore teams to manage builds, resolve defects, and ensure seamless deployment support.

• Production Support & Stabilization: Drive root-cause analysis/issue triage, production support, and post-release stabilization.

• Integrations & Optimization: Support integrations between Gladly, surrounding customer service tools, and internal retail systems.

• Documentation & Monitoring: Maintain clear documentation of business rules, system workflows, and technical changes while actively monitoring platform performance.

Required Qualifications & Skills

• Gladly Platform Expertise: Hands-on experience with Gladly is mandatory.

• Industry Experience: Minimum 7+ years in customer service technology and technical delivery within the Retail industry (mandatory).

• Techno-Functional Role: Proven ability to operate hands-on in both technical implementation and functional business analysis capacities.

• Stakeholder Management: Demonstrated experience leading solution delivery, gathering business requirements, and managing multi-functional stakeholders.

• Offshore Collaboration: Strong track record working with distributed cross-functional teams across time zones.

• Modern CX Tech Exposure: Experience with workflow automation, AI-enabled customer service, or service process optimization.

• Soft Skills: Outstanding problem-solving, communication, and multi-tasking skills in a fast-paced environment.