Technical Support Engineering Manager, GoFundMe
$109.5-164.5k
+ Equity
More information about location
Social fundraising platform
Be an early applicant
Social fundraising platform
501-1000 employees
Be an early applicant
$109.5-164.5k
+ Equity
More information about location
501-1000 employees
Company mission
To help people fundraise for the personal, business, and charitable causes that matter most to them.
Role
Who you are
- 2+ years management experience
- 5+ years experience in support management (IC level 1- 4)
- Experience supporting a Salesforce integration
- Basic frontend and backend competency in popular coding languages (preferred: APIs, CSS, HTML, React)
- You enjoy empowering users with the knowledge to do things for themselves in the future, not just fixing things for them
- Proven technical problem solving, business process development, and analytical capabilities
- Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, clients, and executive management
What the job involves
- The GoFundMe team is searching for our next Manager, Technical Support Engineering
- This is a technical leadership position in which you’ll manage a team of support engineers focused on our customer experience
- You'll set the team support strategy and goals, actively grow your team’s capabilities to support our non-profit customers and drive technical solutions with the product and development team
- You will partner cross-functionally to align on priorities and use your problem solving skills to make strategic decisions that improve the overall workflow within the care team as well as the support of the customer
- You are collaboration-focused, work well through ambiguity and changing business landscape, and are skilled in influencing senior stakeholders through effective communication
- This role is focused on our integrations platform, namely our Salesforce managed package and other CRMs, in addition to analytics and social integrations
- Manage, motivate and develop the technical support engineering team
- Monitor and maintain agent productivity levels in accordance with targets and KPI’s
- Ensure directs have the necessary skills and knowledge to fulfill their roles through consistent and regular 1-1’s, process building and regular training sessions
- Step in as the major incident manager for all products when a P0/1 incident occurs and responsible for ensuring full major incident process is followed from start to resolution; work hand in hand with the Fraud and Escalation manager
- Managing/directing troubleshooting documentation and training resources
- Provide monthly reports on Team KPIs, Performance, Health Checks & Incident Management
- Alignment cross-departmentally to ensure product releases are well communicated
- Mentor and coach team in troubleshooting issues and ticket writing best practices
- Utilize monitoring and reporting tools/management tools to monitor overall health
Our take
One of the most well-known fundraising platforms in the world, GoFundMe makes raising money online exceptionally easy. The platform started initially with a focus 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 democratize fundraising through the medium of online.
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. Notably, it stands amongst the likes of Airbnb, Facebook, and Netflix in being backed by tech investors TCV.
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 Corporate Affairs Officer, not founder)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.
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