Associate Manager, Customer Care

Want to help us help others? We’re hiring! 

GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes—for themselves and each other. Together, our community has raised more than $40 billion since 2010.

Join us! The GoFundMe team is searching for our next Customer Care Manager to help lead our Americas-based side of GoFundMe’s global Care organization, to help ensure exceptional customer support experiences that align with GoFundMe’s mission, and Care’s vision of becoming the most helpful Customer Care team in the world.  

The Job

The Customer Care Associate Manager leads a team of Care Specialists, supporting them with their daily duties, as well as working with them to support their growth and professional development. They oversee high impact projects, contributing to exceptional customer experiences that align with GoFundMe’s mission, and Care’s vision of becoming the most helpful Customer Care team in the world.  

Associate Managers enable the Care core by supporting day to day operations, ensuring the team is set up for success through organization, decision making, escalation support, and necessary guidance. They are responsible for supporting and motivating the department as a whole, enabling the team to do their best work in order to achieve departmental goals and KPIs as determined by the Care Managers and Global Head.

Primary duties of an Associate Manager include:

• People Management 
  • Coach and mentor Specialists to help them succeed in their roles, grow their skills, and progress their careers. Examples include:
    • Helping Specialists prioritize strong metric performance, non-interaction work, and time
    • Providing targeted feedback and honest communication to support needed development
    • Aligning their Specialists with prime and challenging  impact opportunities
  • Create and manage dynamics for their direct  team, while fostering the GoFundMe culture and Care operating principles
  • Assist with Care staffing and internal promotions through related application reviews and interviews
• Customer Support 
  • Contribute at least 4 hours/week towards customer interaction related work. Examples include:
    • Direct customer interactions in chat & email
    • Advising on or directly handling escalations & high-dollar appeasement requests
    • Shadowing specialists in interactions or being shadowed themselves
  • Complete all assigned Peer Feedback Audits per related sprint and assist on rating overturn requests as needed
  • Actively oversees and manages daily Care live support & ticket queue activity, proactively making needed adjustments
• Project Management 
  • Progress team objectives and goals by overseeing a Care Operational Function as either a DACI Driver or Approver, effectively supporting and delegating to their individual contributor partners
  • Proactively find and propose solutions to improve Care processes, workflows, and the customer experience 
  • Collaborate closely with Global Operation peers and other stakeholders to drive decisions

You 

• Mission-driven: you carry deep empathy for customers and a passion for helping people.
• Leadership: you demonstrate ability to manage team members, to empower them, and to develop them into strong contributors.
• Customer-first advocate: you apply a customer-centric mindset in your decision making,  and know how to instill the same mindset in your team.
• High emotional intelligence: you are an empathetic leader who leads by example, knows how to build trust, and leads from a place of self-awareness & humility.
• Skilled communicator: you are an effective communicator with an ability to motivate & influence your team, adapt your communication style to the needs of the audience, and are not afraid to have difficult conversations.
• Extreme ownership: you have the ability to identify issues and take initiative to solve or improve current processes, through individual execution or teamwork.
• Data-driven & analytical: you are comfortable utilizing data insights and driving metric results surrounding your team’s performance and customer sentiment to help inform process improvements and decisions.
• Resilient & adaptable: you are comfortable navigating ambiguity, rapid change, and high-growth environments, and know how to lead your direct team members through