Manager, Customer Care

GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. The Customer Care Manager will lead the Americas-based side of GoFundMe’s global Care organization, ensuring exceptional customer support experiences and overseeing daily operations.

Responsibilities:

• Directly manage, empower, & develop Customer Care leaders, & Care individual contributors as required (usually within region)
• Support the Americas-based Customer Care team in the day-to-day, through guidance, coaching, & support as needed
• Actively foster and invest in Care’s leadership ‘bench’, identifying & helping to build future leadership talent
• Set a strong standard of leadership values & high performance for the entire team
• Intentionally build a culture of care, trust, inclusion, & accountability
• Model GoFundMe’s mission & values in daily work
• Lead the day-to-day regional operations, independently making judgment calls, & strategic decisions as needed
• Co-own & strategically drive Care’s performance metric outcomes in partnership with EU-based counterpart
• Demonstrate extreme ownership in curating weekly & monthly KPI assessments in close collaboration with our strategic partners
• Constantly challenge the status quo, seeking continuous improvement in workflows, processes, & tooling
• Act as a regional escalation point for high-risk or sensitive customer issues, and demonstrate extreme ownership & timeliness in execution, including pro-active collaboration with cross-functional partners like the regional Comms team
• Own recruiting efforts, alongside cross-functional partners, as it relates to region
• Spearhead recurring team meetings & communications as required
• Partner with global head to help inform Care’s global vision & strategy, including helping to identify opportunities the scale the Care org while keeping quality of work high
• Help to bring Care’s vision to life in the day-to-day with an extreme ownership mindset
• Future looking, own creation of a region-based strategy & execution for Care in line with global vision
• Help to represent the voice of the customer in company wide meetings & cross-functional partnerships as needed

Requirements:

• 6+ years in customer support or customer operations
• 3+ years leading people in customer facing operations
• Experience managing other leaders
• Ability to manage managers
• Ability to empower and develop strong leaders
• Customer-centric mindset in decision making
• Ability to represent the 'voice of the customer' effectively to internal partners
• Obsessed with continuous improvement, scaling processes, and creating clarity
• Comfortable utilizing data insights and driving metric results surrounding team performance and customer sentiment
• High emotional intelligence
• Effective communicator with ability to influence and adapt communication style
• Comfortable navigating ambiguity, rapid change, and high-growth environments
• Skilled at building cross-functional partnerships, fostering trust, inclusion, and accountability
• Experience with scaling customer operations
• Experience with support channel expansion
• Experience with BPO management
• Experience with escalations management
• Experience with AI tooling
• Experience managing teams in unpredictable environments
• Comfortable working with support tech stacks
• Comfortable with AI/automation tools
• Comfortable with analytics platforms
• History of improving the support experience
• History of implementing process change
• History of standing up new support models
• Experience in fundraising, fintech, payments, or other regulated tech industries
• Used to managing crisis and escalated scenarios