[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

Key technologies and capabilities for this role

Customer SupportTeam LeadershipMentoringProject ManagementCommunicationProblem-solving

Questions & Answers

Common questions about this position

What are the main responsibilities of the Associate Manager, Customer Care role?

The role involves leading a team of Care Specialists, coaching and mentoring them for growth, contributing at least 4 hours/week to customer interactions like chat and email, and overseeing high-impact projects and daily operations.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does the company culture emphasize for this team?

The role involves fostering the GoFundMe culture and Care operating principles while motivating the department to achieve goals aligned with the mission of helping people help each other.

What makes a strong candidate for the Associate Manager position?

Strong candidates excel in people management like coaching and mentoring Specialists, handling customer support including escalations, and project management such as overseeing operational functions and team objectives.

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