Customer Care Specialist

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Respond to inquiries from nonprofit customers regarding GoFundMe Pro products and services through phone, email, chat, and social media platforms.

• Offer product knowledge and technical support.

• Address technical and account-related issues effectively.

• Resolve intricate customer challenges by collaborating with various GoFundMe Pro teams.

• Develop expertise in the SaaS solution and its application in nonprofit fundraising.

• Collaborate with the team to achieve common objectives while maintaining autonomy.

• Enhance processes, systems, and customer interactions through innovative approaches.

• Convey customer feedback to the product team.

• Detect trends and anomalies and provide recommendations to leadership and cross-functional teams.

• Foster enduring customer relationships and uphold the GoFundMe brand.

⛳️ Requirements

• Outstanding verbal and written communication skills across phone, email, chat, and social media channels.

• Exceptional organizational abilities.

• Strong emotional intelligence and understanding of customer needs.

• Highly process-oriented and resourceful.

• Ability to excel in a complex, matrixed environment.

• Capacity to work collaboratively with teammates, customer success, product management, and development teams.

• A mission-driven attitude.

• Willingness to challenge the status quo through innovative thinking.

• Skill in identifying trends, investigating anomalies, and making recommendations.

• Prior customer service experience.

• Experience with nonprofit organizations is preferred.

• Familiarity with CRM/ticketing systems is preferred.

• Basic knowledge of HTML/CSS is preferred.

• Experience with Slack, Zoom, and project management tools is preferred.

• Candidates located in Chicago, Illinois, or San Diego, California are preferred.

🏝️ Benefits

• Competitive salary.

• Equity options.

• Comprehensive healthcare benefits.

• Dental insurance coverage.

• Vision insurance provided.

• Life insurance options.

• 401(k) savings plan.

• Financial support for hybrid work arrangements.

• Assistance for family planning.

• Generous parental leave policy.

• Flexible time-off policies.

• Resources for mental health and wellness.

• Opportunities for learning and development.

• Programs for employee recognition.

• Initiatives focused on diversity, equity, and inclusion.

• Employee resource groups.

• Volunteering opportunities.