Customer Care Representative

GoFundMe is a mission-driven platform that helps individuals and nonprofits raise funds and support causes worldwide. The Customer Care Representative role on the GoFundMe Pro Customer Care Team supports nonprofits by providing product education, technical assistance, and account guidance to keep customers successful and engaged.

• Use customer empathy to inspire nonprofits and build long-lasting relationships.
• Respond to nonprofit questions about GoFundMe Pro products and services, including how-to requests, technical troubleshooting, and account-related inquiries.
• Solve complex customer issues quickly by collaborating across GoFundMe Pro teams.
• Develop deep expertise in the GoFundMe Pro SaaS platform and nonprofit fundraising workflows.
• Contribute to team goals while working effectively and autonomously.
• Improve processes, systems, and customer interactions through innovation.
• Represent the voice of the customer by sharing insights and feedback with the product team.

• Exceptional written and verbal communication skills across phone, email, chat, and social channels.
• Strong organizational skills with ability to balance high-volume inquiries and complex assignments.
• High emotional intelligence with an ability to empathize, adapt, and deliver excellent customer experiences.
• Process-oriented and resourceful when answers or processes are unclear or missing.
• Ability to work effectively in a highly matrixed, cross-functional team environment.
• Mission-driven mindset and enthusiasm for improving the status quo through innovation.
• Ability to identify trends, investigate anomalies, and present recommendations to leadership and partners.
• Customer service experience.
• Preferred: experience working with nonprofits.
• Preferred: experience with CRM/ticketing systems and rigorous tracking.
• Preferred: basic HTML/CSS knowledge.
• Preferred: familiarity with remote work tools (e.g., Slack, Zoom, project management systems).

• Full-time position.
• Competitive pay plus equity and benefits; pay may vary by location and other factors.
• Benefits include healthcare, dental, vision, life insurance, and a 401(k) savings program.
• Additional support includes hybrid work financial assistance, family planning support, generous parental leave, flexible time off, and mental health/wellness resources.
• Learning, development, and recognition programs; DEI initiatives and employee resource groups; volunteering program.
• Location preference for candidates in Chicago, IL or San Diego, CA.