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GLGradient Labs is an innovative AI firm specializing in customer support automation, creating efficient and scalable solutions for businesses.
Employee count: 51-200
At Gradient Labs, we’re on a mission to make exceptional customer service the norm.
Founded in 2023, we’ve quickly gone from an idea to a growing team with customers you know (and probably love). Our AI agent helps businesses handle even the trickiest, high-stakes customer support queries safely and effectively, all while giving them the visibility and control they need to trust the outcomes.
We’re a small but mighty team of builders from leading companies like Monzo, Pleo, and Google.
If you’re excited to tackle some of the hardest problems in AI and help shape the future of customer operations, we’d love to hear from you.
Working as an AI Agent Onboarding, you will be the driving force ensuring our new enterprise clients successfully deploy our AI Agent and achieve rapid, measurable business results. You will own the strategic onboarding process, transforming new customers from signed contracts to high-value, deeply integrated partners.
Own the End-to-End Client Onboarding and Integration: Lead the entire implementation lifecycle, embedding our AI Agent deeply into new customer environments, setting the project roadmap, managing timelines, and ensuring a successful, high-quality go-live.
Deep-Dive Discovery and Solution Scoping: Conduct in-depth discovery with new clients to define specific automation objectives, capture technical requirements, and map the operational landscape required for a successful AI Agent deployment.
Guide AI Agent Customisation: Actively coach customers in tailoring, configuring, and optimising our AI Agent's capabilities to align with their unique workflows, maximise end-user resolution rates, and ensure a seamless service experience from Day 1.
Establish Scalable Onboarding Frameworks: Develop and refine standardised, repeatable onboarding and implementation processes, ensuring all new customers are set up for immediate success and long-term, self-sufficient operation.
Drive and Prove Initial Value: Proactively analyse launch performance data to track the AI Agent's effectiveness (e.g., Deflection Rate, Quality, CSAT) and ensure new customers rapidly realise the measurable value promised during the sales cycle.
Technical Onboarding and Pre-Sales Transition: Serve as the primary technical interface during the critical transition from pre-sales (POCs, due diligence) into the implementation phase, managing technical risks and dependencies.
Voice of the Customer for Product: Collaborate closely with internal AI, Engineering, and Sales teams, synthesising client onboarding challenges and successes into strategic feedback that directly shapes the AI Agent product roadmap.
AI Governance and Readiness: Manage project risks and governance related to AI deployment during onboarding, ensuring all integrated solutions adhere to compliance, security, and responsible AI standards.
Proven Customer Onboarding & Delivery: Experience in forward-deployed, post-sales, or customer-facing roles focused on the onboarding and implementation of SaaS or AI/ML products at high-growth tech companies.
Results-Driven Ownership: Proven ability to own the P&L/value-realisation of complex, multi-stakeholder onboarding projects end-to-end.
Structured Adaptability: Thrives in the ambiguous, fast-paced environment of a new client relationship, proactively creating structure and driving clarity to accelerate time-to-value.
Technical Acumen for Integration: Strong grasp of technical fundamentals (APIs, integrations, data mapping) and the ability to collaborate effectively with client and internal engineering teams on deployment.
Data Analysis for Value Tracking: Comfortable using analytical tools (e.g., Looker, BigQuery, internal dashboards) to surface go-live insights and guide optimisation decisions for the newly onboarded client.
Clear Communication: Communicates clearly and confidently across all audiences, internal and external, including technical teams and senior leadership during the critical integration phase.
Customer-Centric: Deeply customer-obsessed, driven by delivering real, measurable business outcomes and accelerating the path to value for new clients.
Pragmatic Problem Solver: Entrepreneurial mindset used to find creative, pragmatic solutions, balancing aggressive client goals with technical feasibility.
This is a unique chance to be part of a team working with cutting-edge technology to reshape how businesses will operate in the future. Over the next 10 years, every company will need to embrace AI-powered operations to stay competitive, and this role puts you right in the middle of that transformation.
You’ll tackle challenging and new problems, work with some of the most exciting brands across different industries, and be surrounded by a passionate, smart team that’s driven to build something groundbreaking.
Full Time
United Kingdom +/- 0 hoursLearn more about Gradient Labs and their company culture.
Gradient Labs is revolutionizing customer support by leveraging advanced artificial intelligence solutions. With a commitment to improving customer service, their flagship product, Otto, acts as a sophisticated AI agent that autonomously handles complex customer interactions efficiently. By learning from plain English procedures, Otto eliminates the need for complicated coding or rigid workflows, enabling businesses to achieve exceptional service quality at significantly reduced operational costs. Gradient Labs envisions a landscape where businesses can operate with the agility of startups, all while maintaining enterprise-level security and compliance.
The organization is particularly focused on automating repetitive operational tasks to enhance productivity and service quality. Their solutions are recognized for delivering impressive results, with customer satisfaction levels reaching exceptional heights, evidenced by testimonials highlighting over 80% CSAT rates. Additionally, Gradient Labs prioritizes security, ensuring their data handling practices are SOC 2 certified and GDPR-compliant. The mission is to make extraordinary customer service the standard in the industry through innovative technology that streamlines processes and improves efficiency. As they continue expanding their product offerings, Gradient Labs is poised to lead the transformation of customer operations.
GL51-200 employees
2020
Dimitri Masin
IOUnited Kingdom onlyEmployee count: 201-500
MIUnited Kingdom onlyEmployee count: 501-1000
Salary: 92k-92k USD
Explore the variety of open remote roles at Gradient Labs, offering flexible work options across multiple disciplines and skill levels.
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