New

Product Support Generalist I - Live Events

Remote

GoFundMe Pro’s Customer Care Team is looking for an enthusiastic Product Support Generalist to create delightful and valuable interactions for non-profits on our fundraising live events platform. You will play a critical role in helping nonprofits across the country make the world a better place through timely technical product assistance before, during, and after their fundraising events. You will also serve as the voice of GoFundMe’s brand, building rewarding relationships that keep customers engaged and enthusiastic.

The ideal candidate displays emotional intelligence, curiosity in the face of challenges, and is adaptable and resilient. If you love being part of a fast-paced, collaborative SaaS support team that genuinely cares about nonprofit organizations and their missions this is a role for you. We go above and beyond to advocate on behalf of our clients across GoFundMe and to ensure a world-class product and support experience. 

The Job: 

  • Become an expert on GoFundMe Pro Live Events, our state-of-the-art SaaS solution for non-profit fundraising events, and understand how nonprofits use the platform to create an impactful experience for their donors to unlock their generosity.
  • Use Zendesk CRM to answer customer questions via email, voicemail, and live chat. 
  • Answer questions from a wide range of nonprofits about GoFundMe Pro Live, including “How do I?” questions, technical troubleshooting, and billing inquiries.
  • Escalate product issues and feature requests to our technical support engineers. 
  • Support internal GoFundMe teams with answers to product questions on internal channels. 
  • Provide day-of/night-of event support remotely or in-person on weekends or evenings for 10% of your responsibilities (may increase to 30% during peak seasons).
  • Travel to a non-profit fundraising event and interact with customers in-person. Estimate: 10% of responsibilities (may increase to 30% during peak seasons).

         * Located in Chicago, IL preferred

You:

  • Exceptional oral and written communication. Must communicate effectively and genuinely across email, live chat, video calls, and social channels. 
  • World-class organizational skills. Thrive in a world where you’ll balance customer questions, competing priorities, and complex assignments with many moving parts. Must effectively manage ongoing email cases, multiple chats, internal and customer meetings, and upkeep a calendar. 
  • Strong emotional intelligence. You can read each customer, empathize with their unique challenge, and adapt to deliver world-class experiences. You are also in tune with navigating your own emotions in times of challenge, change, and crisis. 
  • Proactive and process-oriented. When a process or answer does not exist, you are resourceful and proactive in creating new, scalable solutions. 
  • You do your best work as part of a team. You thrive in a highly-matrixed environment and love to support and collaborate with your teammates and other departments across the organization. 
  • Adaptable and Resilient. Able to focus on opportunities and solutions in the midst of supporting a product that is constantly growing and evolving. Resilient in the face of challenges that are difficult to solve or don’t have immediately clear solutions.
  • Coachable. Hungry to grow and improve, with openness and curiosity when presented with feedback (both positive and negative) from customers, teammates, and managers. 
  • Experience in the professional events space. Event planning and execution comes with unique challenges. Your expertise will greatly improve your ability to empathize with customers and improve our team’s overall decision-making.

Preferred:

  • Experience working in or with nonprofits. If you already have a deep understanding of the unique challenges that nonprofits face, we want to hear from you.
  • Experience in a customer-facing role. Interacted directly with customers in a previous role, whether face-to-face or virtually. 
  • Experience using a CRM. Zendesk preferred, but experience with any CRM system is a bonus. 

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, 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 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 $47,000 - $70,000 + 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. 

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:

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 ‘24 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.

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