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, preferably based in Chicago or on the East Coast, to help lead our Americas-based side of GoFundMe’s global Care organization, and 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 Manager leads the Americas-based side of GoFundMe’s global Care organization, and acts as Care’s lead point of contact during the U.S. timezone. They oversee their regional team, and its leaders, ensuring exceptional customer experiences globally that align with GoFundMe’s mission, and Care’s vision of becoming the most helpful Customer Care team in the world. In joint partnership with their EU counterpart, they are responsible for the smooth running of daily Care operations, including supporting their regional team closely; making needed judgement calls decisions; and acting as a senior point of contact for cross-functional partners. They directly manage Care leaders on the team, and Care individual contributors as needed. They have joint responsibility for the performance outcomes of the collective Care organization. In close partnership with the Sr Manager, Global Customer Care they support building, and driving the global Care strategy. People management leadership 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 Operational excellence 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 Care vision strategy support 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 You Mission-driven: you carry deep empathy for customers and a passion for helping people Leader of leaders: you demonstrate ability to manage managers, to empower them, and to develop them into strong leaders Customer-first advocate: you apply a customer-centric mindset in your decision making, and know how to represent ... (truncated, view full listing at source)