Associate Manager, Customer Care

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

GoFundMe is a global community of over 100 million people with the common purpose of helping one another. Our mission is to help people help each other by making it safe & easy for people to ask for help & support causes—for themselves, each other, & their communities. In 2022, GoFundMe joined together with Classy, a leading nonprofit fundraising software company that enables nonprofits to connect supporters with the causes they care about. Together, GoFundMe & Classy have empowered people & organizations to raise more than $25 billion since 2010. Our vision is to become the most helpful place in the world.

Associate Managers have three core responsibilities which include the management of a team of Customer Care Specialists, working alongside the team to support our customers, & contributing towards the goals of the Customer Care team & greater Customer Experience department goals through project-related work.

The Job...

People Management

• Coach & mentor a team of specialists to help them succeed in their roles, grow their skills, & progress their careers. Examples include:
  • Helping their specialists prioritize metric performance, projects, & their time
  • Providing targeted feedback to specialists through internal interaction reviews & honest communication
  • Aligning their specialists with prime & challenging impact opportunities
  • Creating & handling dynamics for their team, while fostering the GoFundMe culture Care-wide
  • Assisting with Care team staffing through new hire interviews, & with internal promotions through specialist application reviews & interviews

Customer Support

• Contribute at least 4 hours/week towards customer interaction related work. Examples include:
  • Completing direct customer interactions via email, live chat, or phone
  • Advising on or directly handling customer escalations & related internal decisions
  • Progressing a support channel through strategic project work
  • Advocating for & overseeing ways to improve & optimize the customer experience

Project Management

• Owning projects that align with department goals
• Proactively finding & proposing solutions to improve Care processes & workflows
• Collaborating closely with cross-departmental peers & other stakeholders to drive decisions

You...

• Customer-centric support professional - 2+ years of experience in a customer-facing role, preferably including experience working with CRM systems (Zendesk), online project management tools (Asana), internal communication tools (Slack) & Google Suite. You care deeply about the experience our customers are having & understand the impact you have on that.
• Effective people leader - Previous experience in leadership & people development (preferably 2+ years in support management), whether in a direct management role, or a transferrable role requiring strong execution in those areas.
• Impactful project manager - You are able to research independently, organize your resources effectively, & discover creative solutions to challenges in order to effectively design, oversee, & carry out needed project work.
• Metric & goal driven - You enjoy a challenge & holding yourself & your team accountable to reaching targets! We set high standards so we can provide an effortless experience to our customers & keep team culture thriving. 
• Compassionate - You truly care about people & want to help them, demonstrating strong emotional intelligence & the ability to adjust your leadership approach based on the balance of team & customer needs.
• Adaptable - You enjoy being part of a growing organization, thriving under new challenges & an ever-evolving environment.
• Skilled communicator - You are able to confidently use written & verbal communication as a tool to address a wide range of customer, team, & project management needs. 
• Critical, solution-minded thinker - You can identify potential challenges & trends, & propose well thought out solutions. Everyone owns the success of our team! 
• Invested in growth - You have a growth mindset, hunger for feedback, a strong desire to learn, & the ability to motivate your team a