Associate Manager, Customer Care
GoFundMe.org
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteSalary
💰 $78,000 - $117,000 per year
Job Level
JuniorMid-Level
About the role
- 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.
Requirements
- 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).
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportcustomer operationsprocess improvementsescalations managementcross functional collaborationcrisis managementteam management
Soft skills
leadershiporganizational skillsdecision makingmotivationguidance