Customer Success Manager I at GoFundMe

Dublin, County Dublin, Ireland

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Crowdfunding, FintechIndustries

Requirements

1-2 years experience in customer success, account management, or a similar customer-facing role
Ownership: Approach all escalations, tickets, projects and areas of involvement with an entrepreneurial mindset, agility and creativity to get to resolution ASAP and optimise 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

Responsibilities

Organiser success: Leverage internal resources, existing knowledge, cross functional ideas, and industry best practices to accelerate high-potential fundraising to drive Gross Donation Volume (GDV) on the GoFundMe platform and protect the GoFundMe brand
Collaborative efforts: Support interactions with the Global Go-to-market (GGTM) team, RD&D, RCPI, Care and other departments, and liaise on customer-related issues and insights
Opportunity identification: Recognise customer needs and feedback during interactions, aiming to identify opportunities for business development or support enhancements, and share these findings with senior team members
Learning and development: Engage in continuous learning to develop your knowledge in effectively advising organisers, including understanding the technical aspects necessary for resolving account issues
Queue & escalation assistance: Be on call for urgent high brand risk and/or high impact fundraisers, readily available and ensure coverage is provided for both customers and internal teams
Customer coaching: 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 top tier customers to strategise, coach and maximize their fundraising efforts
Internal support: Assist in creating and refining coaching resources for the GGTM team, contributing to our collective knowledge base
Project management assistance: 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
Drive GDV: Coach organisers on best practices to increase their fundraiser success and therein GDV
Fundraisers coached: Maintain assigned coaching volume that strikes a balance across quality and efficiency
Corporate affairs collaboration: Coach organisers in meaningful ways to improve fundraiser quality to be passed to Corporate Affairs to be ‘pitchable’ or ‘shareable’ for amplification

Skills

Customer Success

Fundraising Optimization

Coaching

Escalation Management

Cross-Functional Collaboration

Customer Feedback Analysis

Business Development

Account Support

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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