Director, Customer Care

The Director of Customer Care at GoFundMe will lead the frontline Care organization, serving individual fundraisers, donors, and nonprofits globally. This role involves collaborating with the Senior Director of Global Customer Care and Technical Support Leadership to shape and execute the vision for a world-class care organization. The position is based in Dublin, Ireland.

Key responsibilities include defining the global strategy for Customer Care, aligning it with business goals, and serving as the voice of the customer within the leadership team. The Director will lead the frontline care experience, manage vendor relationships, and introduce process optimizations such as automation and AI to scale operations effectively. Additionally, the role involves developing feedback loops to capture customer insights and managing escalated issues and crisis responses.

The ideal candidate will have over 7 years of experience in customer care or operations leadership, preferably within a global marketplace technology platform. Proven experience in scaling support organizations across geographies and channels is essential. The candidate should possess deep operational expertise, a track record of driving measurable improvements in customer satisfaction, and exceptional strategic thinking and communication skills.

GoFundMe offers a mission-driven environment where employees can make a positive impact on millions of lives. The company provides competitive pay, comprehensive healthcare benefits, and opportunities for growth and development. Employees are encouraged to participate in diversity, equity, and inclusion initiatives and engage in community volunteering programs.