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Director, Customer Care

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GoFundMe

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Location:
Ireland , Dublin

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

GoFundMe is searching for our next Director, Customer Care to lead our frontline Care organization serving GoFundMe’s non-profit, individual & community fundraisers around the world. Working closely with the Senior Director, Global Customer Care, and in partnership with our Technical Support Leadership, you will help shape and execute the vision, operating model, and capability roadmap for a world-class global care organization covering customer service, vendor management and knowledge centers. You’ll directly lead a high quality, tenured internal care team and drive operational excellence, innovation in care (automation, self-service, AI, vendor management), and ensure that all interactions reflect our mission of helping people help each other.

Job Responsibility:

  • Define the global strategy for Customer Care across GoFundMe, aligning with business goals
  • Serve as the voice of the customer within the leadership team
  • embed customer insight into product, trust & safety, marketing and operations decisions
  • Lead our frontline care experience: front-line agents, escalation teams, international support, vendor/BPO relationships
  • Evolve and track key performance metrics (CSAT, NPS, First Contact Resolution, Average Handle Time, Cost to Serve, Case Deflection, Escalation Rate) and ensure continuous improvement
  • Introduce process optimization, automation, AI/chatbot/self-service capabilities, workforce planning and analytics to scale effectively and cost-efficiently
  • Manage global staffing, budgets, resource allocation, quality assurance, training programs, and vendor management
  • Effective, human driven service delivery during moments of crisis
  • Organizing special response teams to operate cross functionally ensuring Gofundme is best able to service those most in need
  • Ensure seamless experience for our users: individual fundraisers, donors, nonprofits and non-profits
  • Tailoring service models appropriately across segments
  • Develop feedback loops: capture customer insight from care interactions, drive product/feature improvements, reduce friction, enhance user journey
  • Manage escalated issues, crisis response, reputational events, public escalations, and serve as trusted senior escalation point
  • Partner with Product, Engineering, Trust & Safety, Marketing and CX to align support strategy with broader company initiatives
  • Build, lead, mentor a high-performing global care leadership team
  • Foster a culture of empathy, accountability, data-driven decision-making, continuous improvement and mission-centric service
  • Provide career pathing, talent development, succession planning within the care organization

Requirements:

  • 7-10+ years of customer care, customer experience, or customer operations leadership, ideally with global scope within a marketplace technology platform (servicing B2B & B2C customers)
  • 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
  • Exceptional strategic thinking, strong business acumen, ability to influence senior leadership and cross-functional teams
  • Excellent communication skills, ability to simplify complex operations for senior stakeholders
  • Alignment with mission-driven organisations, strong empathy for users and customers
What we offer:
  • Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year
  • Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere
  • Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together
  • Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits
  • Holistic Support: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being
  • Growth Opportunities: Participate in learning, development, and recognition programs to help you thrive and grow
  • Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups
  • Community Engagement: Make a difference through our volunteering program

Additional Information:

Job Posted:
January 05, 2026

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