Customer Care Specialist, GoFundMe
$48.5-72.5k
+ Equity
Social fundraising platform
Be an early applicant
Social fundraising platform
1001+ employees
Be an early applicant
$48.5-72.5k
+ Equity
1001+ employees
Company mission
To help people fundraise for the personal, business, and charitable causes that matter most to them.
Role
Who you are
- 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
Desirable
- 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
What the job involves
- 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
- 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
Our take
One of the most well-known fundraising platforms in the world, GoFundMe makes raising money online exceptionally easy. The platform initially focused on charity and good causes, but its scope has now expanded to include start-up business funding. What makes the platform attractive is its ability to democratise fundraising.
GoFundMe's rapid rise in popularity has been helped by its social media integrations and the speed at which individuals can start funds. With strategic foresight, the company launched its GoFundMe Guarantee in 2016, a pledge to protect donors from fraud or platform misuse - knowing that its continued growth could only be hampered by security issues or donor deception. This guarantee is what has enabled the company to remain the largest crowdfunding platform in the world.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Company benefits
- Wide range of health insurance options, including medical, dental, and vision (GoFundMe covers 100% of employee premiums, and 80% of spouse and dependents)
- $600 annual fitness and wellness reimbursement
- Weekly massages
- Standing desks
- Fully-stocked kitchens & daily lunches
- Team off-sites & monthly social events
- Many of our offices are dog friendly
- 10 paid holidays, 17 days of accrued vacation per year, unlimited sick time & three volunteer days
- Enhanced parental leaves
- $50/month for employees commuting to and from work (public transit and/or parking)
- Caltrain GoPasses for our Bay Area commuters
- "Gives Back" program, where employees nominate fundraisers weekly for donations from GoFundMe
- Quarterly volunteer events in each office to give back to our local communities
- 401(k) retirement plan with company matching
- Access to learning tools and resources, including a subscription to Udemy, guest speakers, and internal brown bag sessions
Company HQ
Centennial, Redwood City, CA
Leadership
Margaret Richardson
(Chief Marketing & Corporate Affairs Officer)Formerly worked at Airbnb as Vice President of Trust and Director of Global Policy. They worked in Trust & Safety at Apple prior to becoming a Member of Pipeline Angels.
Tim Cadogan
(CEO)CEO since 2020. Previously CEO at OpenX, where they now serve as Chair of the Board. Has also served as Board Director at a number of businesses - they still hold this position at LiveRamp.
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