Senior Customer Success Manager
Triple Whale
Customer Care Manager
GoFundMe.org
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $96,000 - $144,000 per year
Job Level
Mid-LevelSenior
About the role
- Lead the Americas-based side of GoFundMe’s global Care organization and act as Care’s lead point of contact during U.S. timezone
- Oversee regional team and leaders, directly manage Care leaders and individual contributors as needed
- Ensure exceptional customer experiences aligned with GoFundMe’s mission and Care’s vision
- Support day-to-day regional operations, make judgment calls and strategic decisions
- Co-own and strategically drive Care’s performance metric outcomes and curate weekly and monthly KPI assessments
- Constantly seek continuous improvement in workflows, processes, and tooling
- Act as regional escalation point for high-risk or sensitive customer issues and collaborate with cross-functional partners (e.g., Comms)
- Own regional recruiting efforts and spearhead recurring team meetings and communications
- Partner with global head of Care to inform and execute Care’s global vision and develop region-based strategy
- Represent the voice of the customer in company-wide meetings and cross-functional partnerships
Requirements
- 6+ years in customer support or customer operations
- 3+ years leading people in customer-facing operations
- Experience managing other leaders
- Preferred experience in fundraising, fintech, payments, or other regulated tech industries
- Experience with scaling customer operations (e.g., support channel expansion, phone support expansion)
- BPO management experience
- Escalations management experience
- Experience with AI tooling and automation
- Crisis and escalations exposure
- Technology fluency with support tech stacks (e.g., Zendesk)
- Experience with analytics platforms (e.g., Looker)
- Data-driven and analytical skills
- Strong leadership, coaching, and people development skills
- High emotional intelligence and effective communication skills
- Comfortable navigating ambiguity, rapid change, and high-growth environments
- Collaborative and inclusive mindset
