Manager, Enterprise Care

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.

We’re building something new! Classy's Customer Care Team is looking for an innovative and experienced Manager to lead our Enterprise Care operations comprising our incredible Technical Account Managers and newly established Enterprise Support team. You’ll play a critical role in helping the world's largest nonprofits across the country make the world a better place through product education, technical assistance and results focused encouragement. You’ll also serve as the voice of Classy’s brand, building rewarding relationships that keep customers engaged and enthusiastic.

The ideal candidate has experience working with Enterprise Organizations and leads with empathy, ability to work in a fast paced environment, and a knack for sharing knowledge. We want to talk to you if you love being part of a team that genuinely Cares about our nonprofit customers and the missions they serve. We aren’t your normal Customer Care team. We go above and beyond to advocate on behalf of our nonprofits across Classy to make their product and support experience world class.

The Job…

• Lead our (TAMs) Technical Account Management (4) and Enterprise Support teams (5-7) to deliver an exceptional enterprise care experience.
• Prioritizes proactive care through enabling our TAMs to drive customer success and platform performance. 
• Oversee all channels of customer support, including chat, email, video and phone, ensuring timely and effective resolution of customer inquiries and issues.
• Ensure the team is fully optimized by managing day to day tasks (timekeeping, PTO) utilizing Care KPIs to drive maximum impact and generate value.
• A people first leader - drive employee career development within Care and beyond, setting your people up for long term success and growth.
• Work alongside our Quality Associate Manager, Scaled Care Manager and Technical Support Management to provide on-going coaching addressing all channels as well as delivering new process and procedures when needed for both internal and offshore teams.
• Serve as an escalation point for your direct reports, our Enterprise Customers and internal Classy organization, acting as a product and process expert for Enterprise care.
• Work with the Director, Care and wider CX organization to optimize the customer journey across all touchpoints through effective, customer focused collaboration and taking action cross functionally to drive CX enhancements.
• Proactively seek solutions to improve operational efficiency and quality by working with product, operation and policy teams.

You…

• 3+ years experience Managing a customer facing team with an Enterprise Customer Base.
• Exceptional oral and written communication. Communicates respectfully, clearly, and with decisiveness, especially under challenging circumstances.
• World-class change management skills. Thrive in a world where you’ll balance team needs, changing priorities, and new ideas
• Strong emotional intelligence. You can read your team, empathize with their unique challenges and adapt to foster world-class experiences. 
• Extremely process-oriented. You’re resourceful when a process or an answer doesn’t exist and seek to evolve the way Classy Care operates.
• Willing to take risks. You thrive in highly-matrixed environment that often involves taking risks that may succeed or may fail, but know that learning from those failures is what will push the team forward. 
• Mission-driven mindset. You want a job with purpose and serve a team whose mission it is to drive the success of our customers. 
• Lead By Example. Your poise, attitude, and tenacity are front and center and the team will follow your lead.
• Dream BIG and execute smart. Your enthusiasm for challenging the status quo through innovation is contagious.  
• Proactively uncover opportunities. You can identify trends, investigate anomalies and present recommendations to the rest of the leadership team and your cross-functional partners. 

Preferred… 

• Experience building new customer journeys. If you already have a deep understanding of the unique challenges Customer Care teams in SaaS face, we want to hear from you. 

Why you’ll love it here...

• 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, and commuting, 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 and Gives Back programs.

We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose. Be a part of something bigger with us!

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 $96,000 - $144,000 + 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

Dedication to Diversity 

GoFundMe and Classy are committed to leveraging Diversity, Equity, Inclusion, and Belonging to cultivate a culture that embraces and supports the unique identities, experiences, and perspectives of our people and customers.

Our diversity recruiting priority is recognized under our first DEIB Driver: Opportunity Foster Diversity - we identify, recruit, and invest in top talent- ensure our people reflect the unique identities, experiences, and perspectives of the communities we serve and are all given the chance to grow.

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Learn more about GoFundMe:

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