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
• Coach and mentor Specialists to help them succeed in their roles, grow their skills, and progress their careers. Examples include:
• 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
• 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
• 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
• Contribute at least 4 hours/week towards customer interaction related work. Examples include:
• 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
• Direct customer interactions in chat & email
• Advising on or directly handling escalations & high-dollar appeasement requests
• Shadowing specialists in interactions or being shadowed themselves
• Direct customer interactions in chat & email
• Advising on or directly handling escalations & high-dollar appeasement requests
• Shadowing specialists in interactions or being shadowed themselves
• 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 the same.
• Collaborative & inclusive: you are skilled at collaborating  cross-functionally, fostering trust, inclusion, and accountability.

Preferred

• Experience level: 3+ years in customer support or customer operations, with 1+ years directly managing people in customer facing roles. 
• Operational expertise: experience with improving customer operations, such as process improvements, escalations management, and/ or cross functional collaboration.
• Crisis or escalations exposure: used to managing teams in unpredictable environments, where managing crisis and escalated scenarios are the norm.
• Technology fluency: comfortable working with support tech stacks (i.e. Zendesk), AI/automation tools, and analytics platforms (i.e. Looker).

Why you’ll love it here

• Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year.
• Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere.
• Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together.
• Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits.
• Holistic Support: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being.
• Growth Opportunities: Participate in learning, development, and recognition programs to help you thrive and grow.
• Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.
• Community Engagement: Make a difference through our volunteering and Gives Back programs.

We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose. Be a part of something bigger with us!

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences.  We do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

The total annual salary for this full-time position is $78,000 - $117,000 + equity + benefits.  As this is a remote position, the salary range was determined by role, level, and possible location across the US. Individual pay is determined by work location and additional factors including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range based on your location during the hiring process. 

If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact us at accommodationrequests@gofundme.com. 

Global Data Privacy Notice for Job Candidates and Applicants:

Depending on your location, the General Data Protection Regulation (GDPR) or certain US privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. 

Learn More About Gofundme:

We’re proud to partner with GoFundMe.org, an independent public charity, to extend the reach and impact of our generous community, while helping drive critical social change. You can learn more about GoFundMe.org’s activities and impact in their FY ‘24 annual report.

Our annual “Year in Help” report reflects our community’s impact in advancing our mission of helping people help each other.

For recent company news and announcements, visit our Newsroom.

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