Manager, Customer Care Jobs

GoFundMe

Location:
United States, Chicago

Category:
Customer Service

Contract Type:
Not provided

Salary:

96000.00 - 144000.00 USD / Year

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Job Description:

The Customer Care Manager leads the Americas-based side of GoFundMe’s global Care organization, and acts as Care’s lead point of contact during the U.S. timezone. They oversee their regional team, and its leaders, ensuring exceptional customer experiences globally that align with GoFundMe’s mission, and Care’s vision of becoming the most helpful Customer Care team in the world.

Job Responsibility:

Lead the day-to-day regional operations, independently making judgment calls, & strategic decisions
Co-own & strategically drive Care’s performance metric outcomes
Demonstrate extreme ownership in curating weekly & monthly KPI assessments
Constantly challenge the status quo, seeking continuous improvement in workflows, processes, & tooling
Act as a regional escalation point for high-risk or sensitive customer issues
Own recruiting efforts, alongside cross-functional partners, as it relates to region
Spearhead recurring team meetings & communications
Partner with global head to help inform Care’s global vision & strategy
Help to bring Care’s vision to life in the day-to-day
Own creation of a region-based strategy & execution for Care
Help to represent the voice of the customer in company wide meetings & cross-functional partnerships
Directly manage, empower, & develop Customer Care leaders, & Care individual contributors
Support the Americas-based Customer Care team in the day-to-day, through guidance, coaching, & support
Actively foster and invest in Care’s leadership ‘bench’
Set a strong standard of leadership values & high performance for the entire team
Intentionally build a culture of care, trust, inclusion, & accountability
Model GoFundMe’s mission & values in daily work

Requirements:

Mission-driven: deep empathy for customers and a passion for helping people
Leader of leaders: ability to manage, empower, and develop managers
Customer-first advocate: apply a customer-centric mindset in decision making
Operational excellence mindset: obsessed with continuous improvement, scaling processes, and creating clarity
Data-driven & analytical: comfortable utilizing data insights and driving metric results
High emotional intelligence: empathetic leader who models calm decision-making and builds trust
Skilled communicator: effective communicator with ability to influence and adapt style
Resilient & adaptable: comfortable navigating ambiguity, rapid change, and high-growth environments
Collaborative & inclusive: skilled at building cross-functional partnerships
6+ years in customer support or customer operations
3+ years leading people in customer facing operations
Preferred experience with managing other leaders
Industry experience in fundraising, fintech, payments, or other regulated tech industries strongly preferred
Operational expertise in scaling customer operations
Crisis or escalations exposure
Technology fluency with support tech stacks, AI/automation tools, and analytics platforms
Track record of transformation

Nice to have:

Industry experience: fundraising, fintech, payments, or other regulated tech industries strongly preferred
Operational expertise: experience with scaling customer operations, such as support channel expansion, BPO management, escalations management, and/or AI tooling
Crisis or escalations exposure: used to managing teams in unpredictable environments
Technology fluency: comfortable working with support tech stacks, AI/automation tools, and analytics platforms
Track record of transformation: history of improving the support experience, implementing process change, or standing up new support models

What we offer:

Competitive pay
Comprehensive healthcare benefits
Financial assistance for things like hybrid work, family planning
Generous parental leave
Flexible time-off policies
Mental health and wellness resources
Learning, development, and recognition programs

Additional Information:

Job Posted:
December 08, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Manager, Customer Care