Director, Customer Care

We're hiring a Director, Customer Care to lead our frontline Care organization serving GoFundMe's non-profit, individual & community fundraisers around the world. The ideal candidate will have 7-10+ years of customer care, customer experience, or customer operations leadership experience, with a proven track record of driving measurable improvements in customer satisfaction, retention, first-contact resolution, and cost to serve.

Requirements

• 7-10+ years of customer care, customer experience, or customer operations leadership experience
• Proven experience scaling a support organization across geographies and channels
• 3+ years experience building customer journeys between internal and vendor partners (BPOs) that optimize customer experience
• Deep operational expertise (metrics, workforce planning, support technologies, automation, self-service)
• Track record of driving measurable improvements in customer satisfaction, retention, first-contact resolution, cost to serve

Benefits

• Competitive pay
• Comprehensive healthcare benefits
• Financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources