Customer Care Specialist (US)

Want to help us, help others? We’re hiring! 

GoFundMe is a global community of over 100 million people with the common purpose of helping one another. Our mission is to help people help each other by making it safe and easy for people to ask for help and support causes—for themselves, each other, and their communities. In 2022, GoFundMe joined together with Classy, a leading nonprofit fundraising software company that enables nonprofits to connect supporters with the causes they care about. Together, GoFundMe and Classy have empowered people and organizations to raise more than $25 billion since 2010. Our vision is to become the most helpful place in the world.

Join us! The GoFundMe team is searching for our next searching for our next Customer Care Specialist on the West Coast who is proficient in English & Spanish, and who will offer effective & empathetic support to our customers to resolve issues & rally behind their success.

The Job…

• Making a difference by offering human support to our customers from all around the world, who are gathering or providing support for various causes important to them, all through some of the most exciting & tough moments of their lives.
• Helping our customers via live chat & email to successfully transfer raised funds to their bank accounts, coaching them to succeed through their fundraising experience, & helping them navigate tricky troubleshooting scenarios. 
• Passionately championing customer feedback to improve the GoFundMe experience.
• Working in a dynamic environment, where you’ll need to be committed, resourceful, creative, adaptable, & solution focused.

*Bilingual English/Spanish required

*This position must be located on the West Coast

You…

• English fluent - Required Level 4 (Full Professional English) or above.
• Spanish proficient - Required Level 4 (Full Professional Spanish) or above.
• Metric & goal driven - You enjoy challenging yourself & holding yourself accountable to reaching targets! We set high standards so we can provide a human & effortless experience to our customers. 
• Customer centric - You care about the experience our customers have & understand the impact you have on their GoFundMe experience.
• Compassionate - You truly care about people & want to help them, using strong emotional intelligence to adjust your approach based on each customer’s situation.
• Adaptable - You enjoy being part of a growing organization. You thrive under new challenges & in an ever-evolving environment!
• Effective in communication - You are a strong communicator who is able to confidently use communication (written & verbal) as a tool to address our customers’ needs & work with teammates internally. 
• Tech-savvy - You are comfortable working in an online space, learning new tools quickly, & troubleshooting tech-issues in real time.
• Critical thought & solution minded - You seek out potential challenges & trends, & productively propose solutions. Everyone owns the success of our team!
• Attentive to detial - Did you notice "detail" is misspelled?
• Resourceful - You take initiative to research independently, organize your resources effectively, & discover creative solutions to challenges you may encounter.
• Invested in personal growth - You have a growth mindset, stay hungry for feedback, & have a strong desire to learn.
• Team centered - You enjoy empowering others, celebrating their wins, & supporting others’ growth.

Why you’ll love it here...

• Market competitive pay
• Rich healthcare benefits including employer paid premiums for medical/dental/vision (100% for employee only plans and 85% for employee + dependent plans) and employer HSA contributions. 
• 401(k) retirement plan with company matching
• Hybrid workplace with fully remote flexibility for many roles
• Monetary support for new hire setup, hybrid work & wellbeing, family planning, and commuting expenses
• A variety of mental and wellness programs to support employees   
• Generous paid parental leave and family planning stipend
• Supportive time off policies including vacation, sick/mental health days, volunteer days, company holidays, and a floating holiday
• Learning & development and recognition programs
• Gives Back Program where employees can nominate a fundraiser every week for a donation from the company
• Inclusion, diversity, equity, and belonging are vital to our priorities and we continue to evolve our strategy to ensure DEI is embedded in all processes and programs at GoFundMe. Our Diversity, Equity, and Inclusion team is always finding new ways for our company to uphold and represent the experiences of all of the people in our organization.
• Employee resource groups
• Your work has a real purpose and will help change lives on a global scale.
• You’ll be a part of a fun, supportive team that works hard and celebrates accomplishments together. 
• We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose
• We are a certified Great Place to Work, are growing fast and have incredible opportunities ahead!

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences. We are committed to providing diversity, equity, and inclusion training to all employees, and we do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

The total annual salary for this full-time position is $53,500 - $72,500 + equity + benefits.  As this is a remote position, the salary range was determined by role, level, and possible location across the US. Individual pay is determined by work location and additional factors including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range based on your location during the hiring process.

If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact us at accommodationrequests@gofundme.com.

Learn more about GoFundMe:

We’re proud to partner with GoFundMe.org, an independent public charity, to extend the reach and impact of our generous community, while helping drive critical social change. You can learn more about GoFundMe.org’s activities and impact in their FY ‘23 annual report.

Our annual “Year in Help” report reflects our community’s impact in advancing our mission of helping people help each other.

For recent company news and announcements, visit our Newsroom.