Manager, Technical Support Engineering

About GoFundMe

GoFundMe has assembled one of the best management teams in the business to build the next leading consumer Internet company, including leaders from LinkedIn, Groupon, and Google.

Job Description

Want to help us help others? We're hiring!

GoFundMe is the world's most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes—for themselves and each other. Together, our community has raised more than $40 billion since 2010.

Join us! The GoFundMe team is searching for our next Manager, Technical Support Engineering. This is a technical leadership position in which you'll manage a team of support engineers focused on our customer experience. You'll set the team support strategy and goals, actively grow your team's capabilities to support our non-profit customers and drive technical solutions with the product and development team. You will partner cross-functionally to align on priorities and use your problem solving skills to make strategic decisions that improve the overall workflow within the care team as well as the support of the customer. You are collaboration-focused, work well through ambiguity and changing business landscape, and are skilled in influencing senior stakeholders through effective communication.

This role is focused on our integrations platform, namely our Salesforce managed package and other CRMs, in addition to analytics and social integrations.

The Job :

• Manage, motivate and develop the technical support engineering team
• Monitor and maintain agent productivity levels in accordance with targets and KPI's
• Ensure directs have the necessary skills and knowledge to fulfill their roles through consistent and regular 1-1's, process building and regular training sessions
• Step in as the major incident manager for all products when a P0 / 1 incident occurs and responsible for ensuring full major incident process is followed from start to resolution; work hand in hand with the Fraud and Escalation manager
• Managing / directing troubleshooting documentation and training resources
• Provide monthly reports on Team KPIs, Performance, Health Checks & Incident Management
• Alignment cross-departmentally to ensure product releases are well communicated
• Mentor and coach team in troubleshooting issues and ticket writing best practices
• Utilize monitoring and reporting tools / management tools to monitor overall health

You :

Preferred :

Why you'll love it here

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 $109,500 - $164,500 + equity + benefits. Our salary ranges are determined by role, level, and location. 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 ataccommodationrequests@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 availablehere . 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 withGoFundMe.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 theirFY '24 annual report .

For recent company news and announcements, visit ourNewsroom .

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

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