Manager, Customer Care

6+ years in customer support or customer operations. 3+ years leading people in customer-facing operations. Experience managing other leaders is preferred. Experience with scaling customer operations (e.g., support channel expansion, BPO management, escalations management, AI tooling) is preferred. Crisis or escalations exposure is preferred. Technology fluency with support tech stacks (e.g., Zendesk), AI/automation tools, and analytics platforms (e.g., Looker) is preferred. Track record of transformation (improving support experience, process change, standing up new support models) is preferred. Mission-driven with deep empathy for customers. Leader of leaders with ability to empower and develop managers. Customer-first advocate applying a customer-centric mindset. Operational excellence mindset focused on continuous improvement and scaling processes. Data-driven and analytical, comfortable using data insights. High emotional intelligence with empathetic leadership. Skilled communicator with ability to influence and adapt communication style. Resilient and adaptable, comfortable navigating ambiguity and change. Collaborative and inclusive, skilled at building cross-functional partnerships.

Lead the Americas-based side of GoFundMe’s global Care organization. Oversee regional team and leaders, ensuring exceptional customer experiences. Act as lead point of contact during the U.S. timezone. Support building and driving the global Care strategy. Directly manage Customer Care leaders and individual contributors. Lead day-to-day regional operations, making judgment calls and strategic decisions. Co-own and drive Care’s performance metric outcomes. Act as a regional escalation point for high-risk customer issues. Own recruiting efforts for the region. Spearhead recurring team meetings and communications. Represent the voice of the customer in company-wide meetings.