Customer Success Manager Intern at GoFundMe

San Diego, California, United States

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Not SpecifiedCompensation

InternshipExperience Level

InternshipJob Type

UnknownVisa

Crowdfunding, Nonprofit, TechnologyIndustries

Requirements

Ownership: Approach all escalations, tickets, projects and areas of involvement with an entrepreneurial mindset, agility, and creativity to resolve issues quickly 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 guidance, view failures as learning opportunities, and quickly adapt and apply lessons learned
Embrace change: Adapt to new processes and environments with a constructive and flexible attitude

Responsibilities

Coach GoFundMe fundraiser organizers using internal resources, existing knowledge, cross-functional ideas, and industry best practices to accelerate high-potential fundraising, drive Gross Donation Volume (GDV), and protect the GoFundMe brand
Participate in handling customer queries through email, text, and phone, focusing on technical concerns and custom coaching advice to accelerate GDV, with flexibility for Tier 3 and Tier 2 customers to strategize, coach, and maximize fundraising efforts
Identify basic customer needs and feedback during interactions to recognize opportunities for business development or support enhancements, and share findings with senior team members
Engage in continuous learning to develop knowledge in advising organizers, including technical aspects for resolving account issues
Assist in internal projects under supervision, performing tasks to improve team efficiency and customer satisfaction, and offer insights during team discussions for impactful initiatives
Run a personalized outreach campaign to a strategic set of customers to develop new leads and opportunities for the Customer Success team
Track metrics including GDV supported by coaching organizers on best practices, maintain assigned coaching volume balancing quality and efficiency, and collaborate with the Communications team by coaching organizers to improve fundraiser quality for amplification

Skills

Customer Success

Coaching

Email Support

Phone Support

Text Support

Fundraising

Opportunity Identification

Customer Queries

Technical 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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