Product Support Generalist I - Live Events

Summary

Join GoFundMe Pro’s Customer Care Team as a Product Support Generalist and create delightful interactions for nonprofits using our fundraising live events platform. Help nonprofits make a difference through timely technical assistance before, during, and after their events. Serve as the voice of GoFundMe’s brand, building strong customer relationships. The ideal candidate is emotionally intelligent, adaptable, and resilient, thriving in a fast-paced, collaborative environment. You will become an expert on GoFundMe Pro Live Events and use Zendesk CRM to answer customer questions. Provide day-of/night-of event support remotely or in-person, and travel to events to interact with customers.

Requirements

• 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

Responsibilities

• 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)

Preferred Qualifications

• Located in Chicago, IL 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

Benefits

• 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