Director, Customer Care

Who you are

You have a proven track record of leading customer care teams, with at least 5 years of experience in a similar role. Your strategic mindset allows you to define and execute a vision that aligns with business goals, ensuring that customer insights are embedded in decision-making processes across the organization. You excel in operational excellence, driving innovation in customer care through automation and self-service solutions. Your leadership style fosters a high-quality, tenured internal care team that is dedicated to delivering exceptional service. You understand the importance of vendor management and knowledge centers in enhancing customer experiences. You are passionate about helping others and are committed to GoFundMe's mission of supporting individuals and communities.

Desirable

Experience in a global customer care environment is a plus, as is familiarity with the nonprofit sector. You are comfortable leveraging technology to improve customer interactions and are always looking for ways to enhance operational efficiency. Your ability to communicate effectively with cross-functional teams will be key to your success in this role.

What you'll do

As the Director of Customer Care, you will lead the frontline care organization, ensuring that all interactions reflect GoFundMe's mission. You will work closely with the Senior Director of Global Customer Care to define the global strategy for customer service, aligning it with the overall business objectives. Your role will involve shaping the operating model and capability roadmap for a world-class global care organization. You will oversee the performance of front-line agents, driving operational excellence and ensuring that customer feedback is utilized to inform product and service improvements. You will also be responsible for managing vendor relationships and optimizing knowledge centers to enhance the customer experience. Your leadership will inspire your team to innovate in care, utilizing automation and AI to streamline processes and improve service delivery.

What we offer

At GoFundMe, you will be part of a mission-driven organization that has raised over $40 billion to help people in need. We offer a collaborative work environment where your contributions will have a direct impact on our community. You will have the opportunity to shape the future of customer care at GoFundMe, working alongside a dedicated team that shares your passion for helping others. We provide competitive compensation and benefits, along with opportunities for professional growth and development within the organization.