2.0
Feb 17, 2026
Former employee, more than 1 year
San Francisco, CA
Recommend
CEO approval
Business Outlook
Pros
Remote-first culture was a double-edged sword. While it provides flexibility for working parents of younger children, the lack of opportunities to get to know colleagues created a low-trust environment and eroded the camaraderie needed to operate as one team with shared goals.
Cons
Gladly's competitive strength - being the platform that Customer Support humans prefer to use - is rapidly being rendered irrelevant in the era of increasingly powerful LLM's. Unfortunately, the company has not been able to build a strong enough Generative AI-based Agent capability to fight off competition from AI-first market entrants and will have a difficult time raising the additional cash required to remain competitive in the AI CX space for much longer.