[Remote] Associate Manager, Customer Care at GoFundMe

Remote

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Online Social NetworkingIndustries

Requirements

Mission-driven with empathy for customers and a passion for helping people
Demonstrated ability to manage, empower, and develop team members
Customer-centric mindset in decision-making
High emotional intelligence, including empathy, trust-building, self-awareness, and humility
Skilled communicator with the ability to motivate, influence, and adapt communication style
Extreme ownership

Responsibilities

Lead a team of Care Specialists, supporting their daily duties and professional development
Oversee high-impact projects to contribute to exceptional customer experiences
Support day-to-day operations, ensuring the team is set up for success through organization, decision-making, and guidance
Support and motivate the department to achieve departmental goals and KPIs
Coach and mentor Specialists to prioritize performance, provide feedback, and align them with opportunities
Create and manage dynamics for the team, fostering the GoFundMe culture and Care operating principles
Assist with Care staffing and internal promotions
Contribute at least 4 hours/week to customer interaction-related work (chat & email)
Advise on or handle escalations and high-dollar appeasement requests
Shadow specialists in interactions or be shadowed
Complete Peer Feedback Audits and assist on rating overturn requests
Oversee daily Care live support & ticket queue activity
Progress team objectives by overseeing a Care Operational Function
Proactively find and propose solutions to improve Care processes, workflows, and customer experience
Collaborate with Global Operations peers and other stakeholders to drive decisions

Skills

Customer Support

Team Leadership

Mentoring

Project Management

Communication

Problem-solving

GoFundMe

Online platform for crowdfunding and fundraising

About GoFundMe

GoFundMe is an online platform that enables individuals and organizations to raise money for various needs and aspirations. Users can create fundraising campaigns in just five minutes by sharing their stories and soliciting donations from their networks and beyond. The platform caters to a wide range of clients, including those facing medical emergencies, families in need of memorial funds, students seeking educational support, and nonprofits looking for financial assistance. GoFundMe operates globally and has built a community of over 100 million people who have collectively raised $25 billion through more than 200 million donations. The company generates revenue through voluntary tips from donors and a small transaction fee on each donation, which helps cover payment processing costs and maintain platform security. GoFundMe's goal is to provide a safe and user-friendly experience for both donors and recipients, leveraging community support to help people meet their financial needs.

Redwood City, CaliforniaHeadquarters

2010Year Founded

$1,178.5MTotal Funding

SERIES_ACompany Stage

Fintech, Social ImpactIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Hybrid Work Options

Family Planning Benefits

Commuter Benefits

Parental Leave

Unlimited Paid Time Off

Mental Health Support

Wellness Program

Professional Development Budget

Conference Attendance Budget

Risks

Emerging crowdfunding platforms with lower fees could attract users away from GoFundMe.

Partnership with Meta may expose GoFundMe to privacy concerns, affecting user trust.

Reliance on voluntary tips may be unsustainable during economic downturns.

Differentiation

GoFundMe is the most trusted name in crowdfunding since its founding in 2010.

The platform serves diverse clients, from individuals to nonprofits, globally.

GoFundMe's user-friendly interface allows fundraisers to start campaigns in five minutes.

Upsides

Collaboration with Meta enhances social sharing, boosting fundraiser reach and effectiveness.

Specific relief funds for disasters position GoFundMe as a go-to emergency platform.

Partnerships with organizations enhance GoFundMe's reputation as a socially responsible platform.

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