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GoFundMe · 1 week ago

Customer Success Manager Intern

San Diego, CA

Internship

Hybrid

Intern

$30/hr - $30/hr

Start in 2026 Spring

GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. The Customer Success Intern will provide coaching support to fundraiser organizers, ensuring they receive the foundational advice needed for successful fundraising and participating in various customer success initiatives.

CrowdfundingInternetPeer to Peer

Growth Opportunities

Responsibilities

Coach GoFundMe fundraiser organizers to have the most successful fundraiser they can. You’ll do this by leveraging internal resources, existing knowledge, cross functional ideas, and industry best practices. This will help accelerate high-potential fundraising to drive Gross Donation Volume (GDV) on the GoFundMe platform and protect the GoFundMe brand

Participate in handling customer queries through multiple channels, including email, text and phone, focusing on technical concerns and custom coaching advice to accelerate GDV. Be readily available and flexible for Tier 3 and Tier 2 customers to strategize, coach and maximize their fundraising efforts

Begin to recognize customer needs and feedback during interactions, aiming to identify basic opportunities for business development or support enhancements, sharing these findings with senior team members

Engage in continuous learning to develop your knowledge in effectively advising organizers, including understanding the technical aspects necessary for resolving account issues

Participate in internal projects under supervision, performing tasks that contribute to team efficiency and customer satisfaction, while also offering insights during team discussions for potential impactful initiatives

Run a personalized outreach campaign to a strategic set of customers to develop new leads & opportunities for the Customer Success team to engage with

Coach organizers on best practices to increase their fundraiser success and therein GDV

Maintain assigned coaching volume that strikes a balance across quality and efficiency

Coach organizers in meaningful ways to improve fundraiser quality to be passed to Comms to be ‘pitchable’ or ‘shareable’ for amplification

Metrics subject to adjustment depending on the current landscape of incoming requests and evolving team focus

Qualification

Customer success coachingTechnical supportGoogle SheetsZendeskProactive communicationEmotional intelligenceTeam playerAdaptability

Required

Ownership: Approach all escalations, tickets, projects and areas of involvement with an entrepreneurial mindset. Approach these areas of involvement with agility and creativity to get to resolution ASAP and optimize customer success opportunities

Emotional resilience: Demonstrate the ability to remain positive and recover quickly from setbacks

Empathy and emotional intelligence: Show genuine understanding and concern for the needs and feelings of both customers and fellow employees

Eager to learn from experimentation: Actively engage in experimenting with new approaches to solving customer issues or improving work processes, under the guidance of more experienced team members. Show resilience by viewing failures as learning opportunities and quickly adapt and apply lessons learned to find effective solutions

Embrace change: Adapt to new processes and environments with a constructive and flexible attitude

Team player: Work cooperatively and effectively within the team, contributing to a constructive team environment

Genuine interest: Display a sincere curiosity and interest in learning about GoFundMe and the unique challenges faced by the customer personas and markets we support

Intentional and proactive communicator: Communicate clearly and effectively, ensuring messages are understood

Phone skills: Proficient in phone skills including coaching customers over the phone and problem solving live

Familiarity with internal tools: Develop an understanding of internal tools such as Google Sheets and Zendesk, using them effectively in daily tasks

Following established processes: Learn and follow existing processes closely, while being encouraged to suggest improvements

Agile: Begin to handle transitions between providing escalated technical support and offering strategic advice under guidance

Balancing speed and quality: Learn to manage tasks efficiently without compromising on the quality of work, under close supervision and feedback

Self-motivated: Exhibit a proactive approach to learning and taking on new tasks

Benefits

Enjoy competitive pay and comprehensive healthcare benefits.

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.

Participate in learning, development, and recognition programs to help you thrive and grow.

Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.

Make a difference through our volunteering and Gives Back programs.