As Gladly’s Brand Copywriter, I owned the full spectrum of brand writing—from integrated campaign copy and keynote scripts to sales enablement materials, paid social, and annual tentpole event activations. A significant part of my role was also strategic: I helped lead a brand guidelines refresh and expansion, consulted on core messaging for Gladly Sidekick (the company’s AI product launch), and collaborated daily with cross-functional partners across digital, product marketing, and external agency teams to ensure Gladly’s voice showed up consistently and compellingly across every touchpoint. I also wrote and iterated on web copy informed by A/B testing, bringing both a creative and analytical lens to messaging decisions.
Some of my most meaningful work at Gladly came from projects where writing and strategy were inseparable. I led copy for a full homepage redesign—grounded in direct ICP feedback from message testing—that resulted in measurable lifts across every key engagement metric, including a 27% increase in returning users, a 70% increase in average time per session, and a 22% increase in conversion rate. I also wrote Gladly’s first-ever OOH campaign, a San Francisco placement in partnership with Brex that distilled the company’s core differentiator (its ticketless approach to customer service) into a single, memorable brand statement. And each year, I owned end-to-end copy for Gladly Connect Live, the company’s annual customer service conference, across landing pages, email campaigns, and paid social from pre-event through post.
Marissa Nicole 