Customer Success Manager • Lead

Who you are

You have a proven track record in customer care management, ideally with experience leading teams in a fast-paced environment. Your leadership style fosters collaboration and empowers team members to deliver exceptional customer experiences. You understand the importance of aligning customer support operations with the company's mission and values, and you are passionate about helping others. You possess strong decision-making skills and can navigate complex situations with ease, ensuring that your team is well-supported and equipped to handle customer inquiries effectively.

You are comfortable working in a cross-functional environment, collaborating with various departments to enhance customer support processes. Your communication skills are top-notch, allowing you to articulate strategies and expectations clearly to your team and stakeholders. You thrive in a role where you can mentor and develop your team members, helping them grow in their careers while achieving collective goals.

Desirable

Experience in the nonprofit sector or with community-driven organizations is a plus. Familiarity with customer support tools and technologies will help you lead your team effectively. A background in operations management or process improvement can enhance your ability to drive efficiency within the customer care team.

What you'll do

As the Customer Care Manager at GoFundMe, you will lead the Americas-based side of the global Care organization, ensuring that customer support operations run smoothly during U.S. time zones. You will oversee a regional team and its leaders, providing guidance and support to ensure that exceptional customer experiences are delivered consistently. Your role will involve making critical judgment calls and decisions that impact the performance of the Care team.

You will collaborate closely with your EU counterpart to align strategies and share best practices across regions. Your responsibilities will include monitoring performance outcomes, analyzing customer feedback, and implementing improvements to enhance service quality. You will act as a senior point of contact for cross-functional partners, ensuring that customer care initiatives align with broader organizational goals.

In this role, you will also be responsible for developing and executing training programs for your team, ensuring they are equipped with the necessary skills and knowledge to excel in their roles. You will foster a culture of continuous improvement, encouraging team members to share insights and contribute to the evolution of customer care practices.

What we offer

At GoFundMe, you will be part of a mission-driven organization dedicated to helping people help each other. We offer a supportive work environment where your contributions will have a meaningful impact on the lives of others. You will have the opportunity to work with a diverse team of professionals who share your passion for customer care and community support. We provide competitive compensation and benefits, along with opportunities for professional growth and development within the organization. Join us in making a difference in the world through exceptional customer support.