Customer Care Manager

Job not on LinkedIn

September 16

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GoFundMe.org

WebsiteLinkedInAll Job Openings

Charity • Non-profit • Social Impact

GoFundMe. org is a registered 501(c)(3) nonprofit organization that operates independently from GoFundMe, Inc and the GoFundMe fundraising platform. It focuses on rapidly raising and distributing funds to assist people and communities in times of crisis, such as natural disasters and social injustices. Since its inception in 2017, GoFundMe. org has raised and distributed over $160 million across more than 150 funds, providing over 15,000 grants to meet urgent needs and support critical social change. The organization collaborates with a wide range of community and corporate partners to drive philanthropic priorities and social impact goals, leveraging GoFundMe, Inc’s technology and resources. GoFundMe. org also accepts various forms of donations, including checks, crypto, donor-advised funds, and wire transfers, to maximize its impact.

11 - 50 employees

Founded none

🤲 Charity

🤝 Non-profit

🌍 Social Impact

📋 Description

• Lead the Americas-based side of GoFundMe’s global Care organization and act as Care’s lead point of contact during U.S. timezone • Oversee regional team and leaders, directly manage Care leaders and individual contributors as needed • Ensure exceptional customer experiences aligned with GoFundMe’s mission and Care’s vision • Support day-to-day regional operations, make judgment calls and strategic decisions • Co-own and strategically drive Care’s performance metric outcomes and curate weekly and monthly KPI assessments • Constantly seek continuous improvement in workflows, processes, and tooling • Act as regional escalation point for high-risk or sensitive customer issues and collaborate with cross-functional partners (e.g., Comms) • Own regional recruiting efforts and spearhead recurring team meetings and communications • Partner with global head of Care to inform and execute Care’s global vision and develop region-based strategy • Represent the voice of the customer in company-wide meetings and cross-functional partnerships

🎯 Requirements

• 6+ years in customer support or customer operations • 3+ years leading people in customer-facing operations • Experience managing other leaders • Preferred experience in fundraising, fintech, payments, or other regulated tech industries • Experience with scaling customer operations (e.g., support channel expansion, phone support expansion) • BPO management experience • Escalations management experience • Experience with AI tooling and automation • Crisis and escalations exposure • Technology fluency with support tech stacks (e.g., Zendesk) • Experience with analytics platforms (e.g., Looker) • Data-driven and analytical skills • Strong leadership, coaching, and people development skills • High emotional intelligence and effective communication skills • Comfortable navigating ambiguity, rapid change, and high-growth environments • Collaborative and inclusive mindset

🏖️ Benefits

• Competitive pay • Equity • Comprehensive healthcare benefits • Financial assistance for hybrid work • Financial assistance for family planning • Generous parental leave • Flexible time-off policies • Mental health and wellness resources • Learning, development, and recognition programs • Commitment to diversity, equity, and inclusion initiatives and employee resource groups • Volunteer and Gives Back programs • Remote work (position is remote)