Manager, Customer Care

Classy, an affiliate of GoFundMe, is a Public Benefit Corporation and giving platform that enables nonprofits to connect supporters with the causes they care about. Classy's platform provides powerful and intuitive fundraising tools to convert and retain donors. Since 2011, Classy has helped nonprofits mobilize and empower the world for good by helping them raise over $7 billion. Classy also hosts the Collaborative conference and the Classy Awards to spotlight the innovative work nonprofits are implementing around the globe. For more information, visit www.classy.org.

Classy's Customer Care Team is looking for a skilled Manager to lead our internal Customer Care team alongside managing our offshore partner as they handle front line customer contacts. You’ll play a critical role in helping nonprofits across the country make the world a better place through product education, technical assistance and spirited encouragement. 

You’ll also serve as the voice of Classy’s brand, building rewarding relationships that keep customers engaged and enthusiastic.

The ideal candidate has empathy, ability to work in a fast paced environment, and a knack for sharing knowledge. We want to talk to you if you love being part of a team that genuinely Cares about our nonprofit ustomers and the missions they serve. We aren’t your normal Customer Care team. We go above and beyond to advocate on behalf of our nonprofits across Classy to make their product and support experience world class.

The Job…

• Oversee all channels of customer support, including chat, email, and phone, ensuring timely and effective resolution of customer inquiries and issues.
• Build and lead a high performing service team that will deliver operational excellence by providing timely support and direction to our internal Care team and to our Tier 1 BPO operations team, and external customers.
• Ensure the team is fully optimized by managing day to day tasks (timekeeping, PTO) utilizing Care KPIs to drive maximum impact and generate value.
• A people first leader - drive employee career development within Care and beyond, setting your people up for long term success and growth.
• Work alongside our Quality Associate Manager and provide on-going coaching addressing all channels as well as delivering new process and procedures when needed.
• Serve as an escalation point for your direct reports, our vendor partners and internal Classy organization, acting as a product and process expert for customer care.
• Work with the Director, Product Support and wider CX organization to optimize the customer journey across all touchpoints through the provision of weekly reports to other CX leaders showcasing trends within the channels and taking action cross functionally to drive CX enhancements.
• Proactively seek solutions to improve operational efficiency and quality by working with product, operation and policy teams.

You…

• 3+ years experience Managing a customer facing team with both in house and offshore experience.
• Exceptional oral and written communication. Communicates respectfully, clearly, and with decisiveness, especially under challenging circumstances.
• World-class change management skills. Thrive in a world where you’ll balance team needs, changing priorities, and new ideas
• Strong emotional intelligence. You can read your team, empathize with their unique challenges and adapt to foster world-class experiences. 
• Extremely process-oriented. You’re resourceful when a process or an answer doesn’t exist and seek to evolve the way Classy Care operates.
• Willing to take risks. You thrive in highly-matrixed environment that often involves taking risks that may succeed or may fail, but know that learning from those failures is what will push the team forward. 
• Mission-driven mindset. You want a job with purpose and serve a team whose mission it is to drive the success of our customers. 
• Lead By Example. Your poise, attitude, and tenacity are front and center and the team will follow your lead.
• Dream BIG and execute smart. Your enthusiasm for challenging the status quo through innovation is contagious.  
• Proactively uncover opportunities. You can identify trends, investigate anomalies and present recommendations to the rest of the leadership team and your cross-functional partners. 

Preferred… 

• Experience working in SaaS. If you already have a deep understanding of the unique challenges Customer Care team