Director, Product Support - Classy

Remote

Classy, an affiliate of GoFundMe, is a Public Benefit Corporation and giving platform that enables nonprofits to connect supporters with the causes they care about. Classy's platform provides powerful and intuitive fundraising tools to convert and retain donors. Since 2011, Classy has helped nonprofits mobilize and empower the world for good by helping them raise over $7 billion. Classy also hosts the Collaborative conference and the Classy Awards to spotlight the innovative work nonprofits are implementing around the globe. For more information, visit www.classy.org.

About the role:

Classy is looking for a Director, Product Support to join our team! The Director will oversee all channels of customer support at Classy and report into our VP, Customer Experience. This is a key strategic role in customer experience leadership that will lead and mentor a team of support agents. 

What you’ll accomplish:

• Oversee all channels of customer support, including chat, email, and phone, ensuring timely and effective resolution of customer inquiries and issues.
• Lead and mentor a team of support agents, providing guidance, training, and performance feedback to ensure high-quality service delivery.
• Build and ensure a high performing Tier 2 service team that will deliver operational excellence by providing timely support to Tier 1 BPO operations team, and thus to external customers
• Develop and implement strategies to optimize support processes and workflows, streamline communication, and enhance the overall customer experience.
• Collaborate with cross-functional teams, including product, engineering, and sales, to identify and address customer needs and drive product improvements.
• Act as a point of escalation for complex customer issues, working closely with stakeholders to resolve issues promptly and professionally.
• Analyze customer support metrics and KPIs to track performance, identify trends, and drive continuous improvement initiatives.
• Interpret reporting and analysis to drive service excellence initiatives, and use insights from data to drive product improvements on both customer facing processes and agent facing tools and systems
• Develop and maintain support documentation, knowledge base articles, and training materials to ensure consistent and accurate support delivery.
• Stay informed about industry trends, best practices, and emerging technologies in customer support to drive innovation and excellence.
• As a people manager, ensure proper staffing and contingency plans are in place, and provide consistent performance through normal business, seasonality, and new product introduction peaks
• Proactively seek solutions to improve operational efficiency and quality by working with product, operation and policy teams

What you bring (Required):

• 10+ years of experience in customer support or customer service management roles, preferably in a SaaS or technology-driven environment.
• Proven experience in managing support operations across multiple channels, including chat, email, and phone.
• Strong leadership and team management skills, with the ability to motivate, coach, and develop team members.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and stakeholders at all levels.
• Analytical mindset with a data-driven approach to problem-solving and decision-making.
• Demonstrated ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities.
• Experience working with self-serve, mid-market, and enterprise clients is highly desirable.

Why you’ll love it here: 

• Market competitive pay
• Rich healthcare benefits including employer paid premiums for medical/dental/vision (Up to 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 month 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!
• Our commitment to Sustainability. Classy exists to create a sustainable world for all. 

Dedication to Diversity 

Classy is working toward building a more diverse and inclusive environment that is representative of individuals of all backgrounds, experiences, and lifestyles, allowing all employees to feel comfortable being their true, authentic selves in a space that enables productivity and meaningful work.

The total annual salary for this full-time position is $108,500 - $148,000 + bonus + 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

Global Data Privacy Notice for Job Candidates and Applicants:

Depending on your location, the General Data Protection Regulation (GDPR) or certain US privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. 

Learn more about GoFundMe:

For recent company news and announcements, visit our Newsroom.