Customer Care Specialist (Bilingual - English/German)

The job overview for the Customer Care Specialist 2 position at GoFundMe in Dublin, Ireland is to provide effective and empathetic support to customers, ensuring that their problems and concerns are resolved. The role involves offering human support to customers, connecting with organizers and donors, assisting with fundraising experiences, troubleshooting scenarios, and providing support via live chat and email. The Customer Care Specialist 2 will also partner with cross-functional teams to improve the customer experience in the German speaking market. Fluency in English and proficiency in German are required for this role.

• Offer effective and empathetic support to customers
• Resolve customer problems and concerns
• Connect with organizers and donors to support causes
• Help customers transfer raised funds to their bank accounts
• Coach customers through their fundraising experience
• Navigate troubleshooting scenarios
• Provide support via live chat and email
• Champion customer feedback to improve the GoFundMe experience
• Assist with escalated scenarios and make outbound calls to customers
• Partner with teams like Compliance to improve the customer experience in the German speaking market
• Fluent English speaker at a C1 level or above
• Proficiency in German at a C1 level or above
• Metric and goal driven
• Customer-centric mindset
• Compassionate and emotionally intelligent
• Adaptable to a growing organization
• Effective communicator through various channels
• Tech-savvy and comfortable troubleshooting tech issues
• Critical thinker and problem solver
• Attention to detail
• Resourceful and able to find creative solutions
• Invested in personal growth and learning
• Team player and cross-functional partner

• Fluent English Speaker at a C1 level or above
• Proficiency in German at a C1 level or above
• Metric and goal driven
• Customer Centric
• Compassionate and emotionally intelligent
• Adaptable to a growing organization
• Effective communicator with strong writing skills
• Tech-Savvy and comfortable with online tools
• Critical and solution-minded thinker
• Attention to detail
• Resourceful and able to research independently
• Invested in personal growth and learning
• Team Player and effective cross-functional partner

• Market competitive pay
• Rich healthcare benefits including employer paid premiums for medical/dental/vision (100% for employee only plans & 85% for employee + dependent plans)
• Pension retirement plan with company matching
• Hybrid workplace with fully remote flexibility for many roles
• Monetary support for new hire setup, hybrid work & well-being, & family planning
• A variety of mental & physical wellness programs to support employees
• Paid parental leave & family planning stipend
• Supportive paid time off policies including 23 days holiday, 15 days sick/mental health days, 3 volunteer days, bank & company holidays, & a float holiday to use at your discretion
• Learning & development & recognition programs
• Gives Back Program where employees can nominate a fundraiser every month for a donation from the company
• Inclusion, diversity, equity, & belonging initiatives
• Employee resource groups
• Real purpose and opportunity to change lives on a global scale
• Fun, supportive team environment
• Core values: Fueled by Purpose, Find a Way, Earn Trust Every Day, & Impatient to be Great
• Equal opportunity employer with commitment to diversity, equity, & inclusion training
• Total annual salary range of €46,000 to €63,000 + equity + benefits