Director, 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 Director, Customer Care to lead our frontline Care organization serving GoFundMe’s non-profit, individual community fundraisers around the world! Working closely with the Senior Director, Global Customer Care, and in partnership with our Technical Support Leadership, you will help shape and execute the vision, operating model, and capability roadmap for a world-class global care organization covering customer service, vendor management and knowledge centers. You’ll directly lead a high quality, tenured internal care team and drive operational excellence, innovation in care (automation, self-service, AI, vendor management), and ensure that all interactions reflect our mission of helping people help each other. Candidates considered for this role will be located in Dublin, Ireland. The Job Strategic Leadership Vision Define the global strategy for Customer Care across GoFundMe, aligning with business goals. Serve as the voice of the customer within the leadership team; embed customer insight into product, trust safety, marketing and operations decisions. Operational Delivery Excellence Lead our frontline care experience: front-line agents, escalation teams, international support, vendor/BPO relationships Evolve and track key performance metrics (CSAT, NPS, First Contact Resolution, Average Handle Time, Cost to Serve, Case Deflection, Escalation Rate) and ensure continuous improvement. Introduce process optimization, automation, AI/chatbot/self-service capabilities, workforce planning and analytics to scale effectively and cost-efficiently. Manage global staffing, budgets, resource allocation, quality assurance, training programs, and vendor management. Effective, human driven service delivery during moments of crisis. Organizing special response teams to operate cross functionally ensuring Gofundme is best able to service those most in need. Customer Experience Advocacy Ensure seamless experience for our users: individual fundraisers, donors, nonprofits and non-profits. Tailoring service models appropriately across segments. Develop feedback loops: capture customer insight from care interactions, drive product/feature improvements, reduce friction, enhance user journey. Manage escalated issues, crisis response, reputational events, public escalations, and serve as trusted senior escalation point. Partner with Product, Engineering, Trust Safety, Marketing and CX to align support strategy with broader company initiatives. Team Leadership Culture Build, lead, mentor a high-performing global care leadership team. Foster a culture of empathy, accountability, data-driven decision-making, continuous improvement and mission-centric service. Provide career pathing, talent development, succession planning within the care organization. You 7-10+ years of customer care, customer experience, or customer operations leadership, ideally with global scope within a marketplace technology platform (servicing B2B B2C customers). Proven experience scaling a support organization across geographies and channels. 3+ years experience building customer journeys between internal and vendor partners (BPOs) that optimize customer experience. Deep operational expertise (metrics, workforce planning, support technologies, automation, self-service). Track record of driving measurable improvements in customer satisfaction, retention, first-contact resolution, cost to serve. Exceptional strategic thinking, strong business acumen, ability to influence senior leadership and cross-functional teams. Excellent communic ... (truncated, view full listing at source)