Product Support Specialist
Tremendous70,000 - 75,000 USD/year
- Full Time
- Entry Level & New Grad
Not SpecifiedCompensation
Entry Level & New GradExperience Level
Full TimeJob Type
UnknownVisa
Nonprofit, SaaS, FundraisingIndustries
Requirements
Candidates should possess exceptional oral and written communication skills, demonstrating the ability to communicate effectively across various channels including email, live chat, video calls, and social media. They must also exhibit world-class organizational skills, managing ongoing email cases, multiple chats, internal and customer meetings, and maintaining a calendar efficiently. Strong emotional intelligence is required, encompassing the ability to read customers, empathize with their challenges, and adapt communication styles. Furthermore, candidates should be proactive and process-oriented, resourceful in creating new solutions when existing processes are lacking, and thrive as part of a collaborative team in a highly-matrixed environment. Experience in the professional events space is preferred, bringing a unique understanding of event planning and execution challenges.
Responsibilities
The Product Support Generalist will answer customer questions via email, voicemail, and live chat using Zendesk CRM, providing technical product assistance and troubleshooting for GoFundMe Pro Live Events. They will escalate product issues and feature requests to technical support engineers, support internal GoFundMe teams with product questions, and provide day-of/night-of event support remotely or in-person, potentially traveling to non-profit fundraising events to interact with customers in-person (approximately 10-30% of responsibilities).
Skills
Customer Support
Zendesk CRM
Technical Troubleshooting
Billing Inquiries
Communication
Problem-Solving
Adaptability
Emotional Intelligence
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.
Key Metrics
Redwood City, CaliforniaHeadquarters
2010Year Founded
$1,178.5MTotal Funding
SERIES_ACompany Stage
Fintech, Social ImpactIndustries
501-1,000Employees