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GoFundMe · 1 day ago

Manager, Customer Care

United States

Full-time

Remote

Mid, Senior Level

$104K/yr - $156K/yr

6+ years exp

GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. The Customer Care Manager leads the Americas-based side of GoFundMe’s global Care organization, ensuring exceptional customer support experiences and overseeing the regional team to align with GoFundMe’s mission.

CrowdfundingInternetPeer to Peer

Growth Opportunities

Responsibilities

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

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

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

Qualification

Customer Care ManagementPeople ManagementOperational ExcellenceData-Driven Decision MakingCrisis ManagementTechnology FluencyCustomer-Centric MindsetEmotional IntelligenceEffective CommunicationCollaboration

Required

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