Product Support Generalist I - Live Events

Job Description

GoFundMe is seeking a Product Support Generalist I for their Customer Care Team, focusing on the live events platform. This role involves creating positive interactions with non-profits, offering timely technical assistance before, during, and after fundraising events. The ideal candidate will be emotionally intelligent, curious, adaptable, and passionate about supporting non-profit organizations. Responsibilities:

• Becoming an expert on GoFundMe Pro Live Events.
• Answering customer questions via email, voicemail, and live chat using Zendesk CRM.
• Escalating product issues and feature requests to technical support engineers.
• Supporting internal GoFundMe teams with product-related inquiries.
• Providing remote or in-person event support on weekends or evenings (approximately 10% of responsibilities, potentially increasing to 30% during peak seasons).

Requirements:

• Exceptional oral and written communication skills.
• Strong organizational skills to manage customer questions, priorities, and assignments.
• High emotional intelligence to empathize with customers and adapt to their needs.
• Proactive and process-oriented approach to creating scalable solutions.
• Ability to work collaboratively within a team.
• Adaptability and resilience in a constantly evolving product environment.
• Coachability and openness to feedback.
• Experience in the professional events space.

GoFundMe offers:

• Opportunity to make a positive impact in a mission-driven organization.
• Innovative and forward-thinking work environment.
• Collaborative and supportive team culture.
• Competitive pay and comprehensive healthcare benefits.
• Financial assistance for hybrid work and family planning.
• Generous parental leave and flexible time-off policies.
• Mental health and wellness resources.
• Learning, development, and recognition programs.
• Commitment to diversity, equity, and inclusion.
• Volunteering and Gives Back programs.