Manager, Customer Care

Manager, Customer Care

Want to help us help others? We're hiring!

GoFundMe is the world's most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causesfor themselves and each other. Together, our community has raised more than $40 billion since 2010.

Join us! The GoFundMe team is searching for our next Customer Care Manager to help lead our Americas-based side of GoFundMe's global Care organization, to help ensure exceptional customer support experiences that align with GoFundMe's mission, and Care's vision of becoming the most helpful Customer Care team in the world.

The Job

The Customer Care Manager leads the Americas-based side of GoFundMe's global Care organization, and acts as Care's lead point of contact during the U.S. timezone. They oversee their regional team, and its leaders, ensuring exceptional customer experiences globally that align with GoFundMe's mission, and Care's vision of becoming the most helpful Customer Care team in the world.

In joint partnership with their EU counterpart, they are responsible for the smooth running of daily Care operations, including supporting their regional team closely; making needed judgment calls & decisions; and acting as a senior point of contact for cross-functional partners. They directly manage Care leaders on the team, and Care individual contributors as needed. They have joint responsibility for the performance outcomes of the collective Care organization. In close partnership with the global head of Care, they support building, and driving the global Care strategy.

People Management & Leadership

• Directly manage, empower, & develop Customer Care leaders, & Care individual contributors as required (usually within region)
• Support the Americas-based Customer Care team in the day-to-day, through guidance, coaching, & support as needed
• Actively foster and invest in Care's leadership 'bench', identifying & helping to build future leadership talent
• Set a strong standard of leadership values & high performance for the entire team
• Intentionally build a culture of care, trust, inclusion, & accountability
• Model GoFundMe's mission & values in daily work

Operational Excellence

• Lead the day-to-day regional operations, independently making judgment calls, & strategic decisions as needed
• Co-own & strategically drive Care's performance metric outcomes in partnership with EU-based counterpart
• Demonstrate extreme ownership in curating weekly & monthly KPI assessments in close collaboration with our strategic partners
• Constantly challenge the status quo, seeking continuous improvement in workflows, processes, & tooling
• Act as a regional escalation point for high-risk or sensitive customer issues, and demonstrate extreme ownership & timeliness in execution, including pro-active collaboration with cross-functional partners like the regional Comms team
• Own recruiting efforts, alongside cross-functional partners, as it relates to region
• Spearhead recurring team meetings & communications as required

Care Vision & Strategy Support

• Partner with global head to help inform Care's global vision & strategy, including helping to identify opportunities the scale the Care org while keeping quality of work high
• Help to bring Care's vision to life in the day-to-day with an extreme ownership mindset
• Future looking, own creation of a region-based strategy & execution for Care in line with global vision
• Help to represent the voice of the customer in company wide meetings & cross-functional partnerships as needed

You

• Mission-driven: you carry deep empathy for customers and a passion for helping people
• Leader of leaders: you demonstrate ability to manage managers, to empower them, and to develop them into strong leaders
• Customer-first advocate: you apply a customer-centric mindset in your decision making, and know how to represent the 'voice of the customer' effectively to internal partners
• Operational excellence mindset: you are obsessed with continuous improvement, scaling processes, and creating clarity, and are able to instill the same in your team
• Data-driven & analytical: you are comfortable utilizing data insights and driving metric results surrounding team performance and customer sentiment to inform strategy and decisions
• High emotional intelligence: you are an empathetic leader who models calm decision-making, knows how to build trust, and leads from a place of self-awareness & humility
• Skilled communicator: you are an effective communicator with an ability to influence, adapt your communication style to the needs of the audience, and are not afraid to have difficult conversations
• Resilient & adaptable: you are comfortable navigating ambiguity, rapid change, and high-growth environments, and know how to lead teams through the same
• Collaborative & inclusive: you are skilled at building cross-functional partnerships, fostering trust, inclusion, and accountability

Preferred

• Experience level: 6+ years in customer support or customer operations, with 3+ years leading people in customer facing operations. Preferred experience with managing other leaders
• Industry experience: fundraising, fintech, payments, or other regulated tech industries strongly preferred
• Operational expertise: experience with scaling customer operations, such as support channel expansion (i.e. phone support expansion), BPO management, escalations management, and/ or AI tooling
• Crisis or escalations exposure: used to managing teams in unpredictable environments, where managing crisis and escalated scenarios are the norm
• Technology fluency: comfortable working with support tech stacks (i.e. Zendesk), AI/automation tools, and analytics platforms (i.e. Looker)
• Track record of transformation: history of improving the support experience, implementing process change, or standing up new support models

Why You'll Love It Here

• Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year.
• Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere.
• Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together.
• Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits.
• Holistic Support: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being.
• Growth Opportunities: Participate in learning, development, and recognition programs to help you thrive and grow.
• Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.
• Community Engagement: Make a difference through our volunteering and Gives Back programs.

We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose. Be a part of something bigger with us!

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences. We do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

The total annual salary for this full-time position is $96,000 - $144,000 + equity + benefits. As this is a remote position, the salary range was determined by role, level, and possible location across the US. Individual pay is determined by work location and additional factors including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range based on your location during the hiring process.

If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact us at accommodationrequests@gofundme.com.

Global Data Privacy Notice for Job Candidates and Applicants: Depending on your location, the General Data Protection Regulation (