Associate Manager, Customer Care

GoFundMe • Remote; San Diego, CA

70d • $78,000 - $117,000 • Hybrid

About The Position

GoFundMe is searching for a Customer Care Manager to lead the Americas-based side of its global Care organization. This role is essential in ensuring exceptional customer support experiences that align with GoFundMe's mission. The Customer Care Associate Manager will lead a team of Care Specialists, supporting their daily duties and professional development. The position is based in San Diego and supports the 9:00am-6:00pm PST shift.

Requirements

• 3+ years in customer support or customer operations.
• 1+ years directly managing people in customer-facing roles.
• Ability to manage team members and empower them.
• Strong communication skills and ability to motivate the team.
• Data-driven and analytical mindset.

Nice To Haves

• Experience with improving customer operations.
• Crisis or escalations management experience.
• Familiarity with support tech stacks (e.g., Zendesk) and analytics platforms (e.g., Looker).

Responsibilities

• Lead a team of Care Specialists, supporting their daily duties and professional development.
• Oversee high impact projects to contribute to exceptional customer experiences.
• Support day-to-day operations, ensuring the team is set up for success.
• Coach and mentor Specialists to help them succeed in their roles.
• Contribute at least 4 hours/week towards customer interaction related work.
• Manage daily Care live support & ticket queue activity.
• Oversee a Care Operational Function as either a DACI Driver or Approver.
• Propose solutions to improve Care processes and workflows.

Benefits

• Competitive pay and comprehensive healthcare benefits.
• Financial assistance for hybrid work and family planning.
• Generous parental leave and flexible time-off policies.
• Mental health and wellness resources.
• Learning, development, and recognition programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Management of Companies and Enterprises
• Number of Employees: 251-500 employees