GoFundMe Looking for Associate Manager, Customer Care at San Diego, CA Full Time

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 accordingly.
• Team Player – You enjoy empowering others, celebrating their wins, & supporting others’ growth.

Why you’ll love it here…

• Market competitive pay.
• Rich healthcare benefits including employer paid premiums for medical/dental/vision (100% for employee only plans & 85% for employee + dependent plans) & employer HSA contributions.401(k) retirement plan with company matching.
• Hybrid workplace with fully remote flexibility for many roles.
• Monetary support for new hire setup, hybrid work & wellbeing, family planning, & commuting expenses.
• A variety of mental & wellness programs to support employees.
• Generous paid parental leave & family planning stipend.
• Supportive time off policies including vacation, sick/mental health days, volunteer days, company holidays, & a floating holiday.
• Learning & development & recognition programsGives Back Program where employees can nominate 2 fundraisers every month for a donation from the company.
• Inclusion, diversity, equity, & belonging are vital to our priorities & we continue to evolve our strategy to ensure DEI is embedded in all processes & programs at GoFundMe. Our Diversity, Equity, & Inclusion team is always finding new ways for our company to uphold & represent the experiences of all of the people in our organization.
• Employee resource groups.
• Your work has a real purpose & will help change lives on a global scale.You’ll be a part of a fun, supportive team that works hard & celebrates accomplishments together.We live by our core values: Impatient to be Great, Find a Way, Earn Trust Every Day, Fueled by PurposeWe are a certified Great Place to Work, are growing fast & have incredible opportunities ahead!

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences. We are committed to providing diversity, equity, and inclusion training to all employees, and 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 $80k – $110k + equity + benefits. Our salary ranges are determined by role, level, & location. Individual pay is determined by work location & additional factors including job-related skills, experience, & relevant education or training.

Your recruiter can share more about the specific salary range based on your location during the hiring process.