Customer Care Specialist

Customer Care Specialist

Remote

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 Pro Customer Care Team is looking for an enthusiastic Care Representative to help answer customer questions about the GoFundMe Pro platform. You'll play a critical role in helping nonprofits across the country make the world a better place through product education, technical assistance and spirited encouragement.

You'll also serve as the voice of GoFundMe's brand, building rewarding relationships that keep customers engaged and enthusiastic.

The Job

• Use strong customer empathy to inspire nonprofits and build long-lasting relationships.
• Answer questions from a wide-range of nonprofits about GoFundMe Pro's products and services, including "How do I?" questions, technical troubleshooting and account related inquiries.
• Solve complex customer problems FAST by collaborating across GoFundMe Pro teams.
• Become an expert on a state-of-the-art SaaS solution and how nonprofits use it to fundraise.
• Work as part of a team to deliver shared goals while also thriving autonomously.
• Improve processes, systems and customer interactions through aggressive innovation.
• Serve as the voice of our customers by passing along critical insights to our product team.

You

• Exceptional oral and written communication. Must communicate effectively across phone, email, chat and social channels.
• World-class organizational skills. Thrive in a world where you'll balance customer questions and complex assignments with many moving parts.
• Strong emotional intelligence. You can read each customer, empathize with their unique challenge and adapt to deliver world-class experiences.
• Extremely process-oriented. You're resourceful when a process or an answer doesn't exist.
• You do your best work as part of a team. You thrive in highly-matrixed environment and live for working with your teammates, customer success, product management and development.
• Mission-driven mindset. You want a job with purpose and serve customers who are building a better world for us all.
• Dream BIG and execute smart. Your enthusiasm for challenging the status quo through innovation is contagious.
• Proactively uncover opportunities. You can identify trends, investigate anomalies and present recommendations to leadership and your cross-functional partners.
• Customer service experience. You are energized every morning when you wake up, knowing you get to help nonprofits that solve a wide range of issues.

Preferred

• Experience working with nonprofits. If you already have a deep understanding of the unique challenges nonprofits face, we want to hear from you.
• CRM experience. Knowledge of CRM/Ticketing systems with rigorous tracking
• Basic HTML/CSS knowledge. Basic skills in HTML and CSS can be useful for formatting emails, troubleshooting issues in communication platforms, or resolving issues with website forms.
• Understanding of Remote Work tools. Understanding tools like Slack, Zoom, and project management systems is helpful.
• Preference for candidates located in the Chicago, IL or San Diego, CA areas.

Why you'll love it here

• 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 program.

We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose. Be a part of something bigger with us!

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences. We do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

The annual U.S. salary range for this full-time position is $48,500 - $72,500. The company also offers equity and other benefits to employees, including healthcare, dental, vision, life insurance and 401(k) saving program. In addition to this wage, there are geolocation differentials that will increase pay depending on the work location. Additionally pay may vary depending on other factors including skills, experience, education, or training. Your recruiter can share more about the specific total compensation package based on your location during the hiring process.

If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please fill out this accommodation form.