Customer Care Representative at GoFundMe in Remote

Summary: GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. The GoFundMe Pro Customer Care Team is looking for an enthusiastic Care Representative to assist nonprofits with product education, technical assistance, and building relationships. This role requires strong customer empathy and the ability to solve complex problems quickly while delivering exceptional customer experiences. Responsibilities: - Use strong customer empathy to inspire nonprofits and build long-lasting relationships - Answer questions from a wide-range of nonprofits about GoFundMe Pro's products and services, including 'How do I?' questions, technical troubleshooting and account related inquiries - Solve complex customer problems FAST by collaborating across GoFundMe Pro teams - Become an expert on a state-of-the-art SaaS solution and how nonprofits use it to fundraise - Work as part of a team to deliver shared goals while also thriving autonomously - Improve processes, systems and customer interactions through aggressive innovation - Serve as the voice of our customers by passing along critical insights to our product team Required Qualifications: - Exceptional oral and written communication. Must communicate effectively across phone, email, chat and social channels - World-class organizational skills. Thrive in a world where you'll balance customer questions and complex assignments with many moving parts - Strong emotional intelligence. You can read each customer, empathize with their unique challenge and adapt to deliver world-class experiences - Extremely process-oriented. You're resourceful when a process or an answer doesn't exist - You do your best work as part of a team. You thrive in highly-matrixed environment and live for working with your teammates, customer success, product management and development - Mission-driven mindset. You want a job with purpose and serve customers who are building a better world for us all - 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 leadership and your cross-functional partners - Customer service experience. You are energized every morning when you wake up, knowing you get to help nonprofits that solve a wide range of issues Preferred Qualifications: - Experience working with nonprofits. If you already have a deep understanding of the unique challenges nonprofits face, we want to hear from you - CRM experience. Knowledge of CRM/Ticketing systems with rigorous tracking - Basic HTML/CSS knowledge. Basic skills in HTML and CSS can be useful for formatting emails, troubleshooting issues in communication platforms, or resolving issues with website forms - Understanding of Remote Work tools. Understanding tools like Slack, Zoom, and project management systems is helpful - Preference for candidates located in the Chicago, IL or San Diego, CA areas Required Skills: Customer service experience, Exceptional communication Important Skills: CRM experience, Basic HTML/CSS, Nonprofit experience Nice-to-Have Skills: Process-oriented, Mission-driven mindset, Proactive problem-solving Benefits: Healthcare, Dental, Vision, Life insurance, 401(k) saving program, Financial assistance for things like hybrid work, Family planning, Generous parental leave, Flexible time-off policies, Mental health and wellness resources