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Manager, Customer Care

gofundme.com Logo

GoFundMe

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Location:
United States , Chicago

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

96000.00 - 144000.00 USD / Year
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Job Description:

The Customer Care Manager leads the Americas-based side of GoFundMe’s global Care organization, and acts as Care’s lead point of contact during the U.S. timezone. They oversee their regional team, and its leaders, ensuring exceptional customer experiences globally that align with GoFundMe’s mission, and Care’s vision of becoming the most helpful Customer Care team in the world.

Job Responsibility:

  • Lead the day-to-day regional operations, independently making judgment calls, & strategic decisions
  • Co-own & strategically drive Care’s performance metric outcomes
  • Demonstrate extreme ownership in curating weekly & monthly KPI assessments
  • Constantly challenge the status quo, seeking continuous improvement in workflows, processes, & tooling
  • Act as a regional escalation point for high-risk or sensitive customer issues
  • Own recruiting efforts, alongside cross-functional partners, as it relates to region
  • Spearhead recurring team meetings & communications
  • Partner with global head to help inform Care’s global vision & strategy
  • Help to bring Care’s vision to life in the day-to-day
  • Own creation of a region-based strategy & execution for Care
  • Help to represent the voice of the customer in company wide meetings & cross-functional partnerships
  • Directly manage, empower, & develop Customer Care leaders, & Care individual contributors
  • Support the Americas-based Customer Care team in the day-to-day, through guidance, coaching, & support
  • Actively foster and invest in Care’s leadership ‘bench’
  • Set a strong standard of leadership values & high performance for the entire team
  • Intentionally build a culture of care, trust, inclusion, & accountability
  • Model GoFundMe’s mission & values in daily work

Requirements:

  • Mission-driven: deep empathy for customers and a passion for helping people
  • Leader of leaders: ability to manage, empower, and develop managers
  • Customer-first advocate: apply a customer-centric mindset in decision making
  • Operational excellence mindset: obsessed with continuous improvement, scaling processes, and creating clarity
  • Data-driven & analytical: comfortable utilizing data insights and driving metric results
  • High emotional intelligence: empathetic leader who models calm decision-making and builds trust
  • Skilled communicator: effective communicator with ability to influence and adapt style
  • Resilient & adaptable: comfortable navigating ambiguity, rapid change, and high-growth environments
  • Collaborative & inclusive: skilled at building cross-functional partnerships
  • 6+ years in customer support or customer operations
  • 3+ years leading people in customer facing operations
  • Preferred experience with managing other leaders
  • Industry experience in fundraising, fintech, payments, or other regulated tech industries strongly preferred
  • Operational expertise in scaling customer operations
  • Crisis or escalations exposure
  • Technology fluency with support tech stacks, AI/automation tools, and analytics platforms
  • Track record of transformation

Nice to have:

  • Industry experience: fundraising, fintech, payments, or other regulated tech industries strongly preferred
  • Operational expertise: experience with scaling customer operations, such as support channel expansion, BPO management, escalations management, and/or AI tooling
  • Crisis or escalations exposure: used to managing teams in unpredictable environments
  • Technology fluency: comfortable working with support tech stacks, AI/automation tools, and analytics platforms
  • Track record of transformation: history of improving the support experience, implementing process change, or standing up new support models
What we offer:
  • Competitive pay
  • Comprehensive healthcare benefits
  • Financial assistance for things like hybrid work, family planning
  • Generous parental leave
  • Flexible time-off policies
  • Mental health and wellness resources
  • Learning, development, and recognition programs

Additional Information:

Job Posted:
December 08, 2025

Employment Type:
Fulltime
Work Type:
Remote work
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