This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Join us! The GoFundMe Pro Customer Care Team is looking for an enthusiastic Care Representative to help answer customer questions about the GoFundMe Pro platform. You’ll play a critical role in helping nonprofits across the country make the world a better place through product education, technical assistance, and spirited encouragement. You’ll also serve as the voice of GoFundMe’s brand, building rewarding relationships that keep customers engaged and enthusiastic. - 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. Qualifications - Exceptional oral and written communication. - Must communicate effectively across phone, email, chat, and social channels. - World-class organizational skills. - Strong emotional intelligence. - Extremely process-oriented. - You do your best work as part of a team. - Mission-driven mindset. - Dream BIG and execute smart. - Proactively uncover opportunities. - Customer service experience. Requirements - Experience working with nonprofits. - CRM experience. - Basic HTML/CSS knowledge. - Understanding of Remote Work tools. - Preference for candidates located in the Chicago, IL or San Diego, CA areas. Benefits - Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year. - Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere. - Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together. - 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. - Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups. - Community Engagement: Make a difference through our volunteering program.

• Provide exceptional customer support to French-speaking customers via phone, email, and chat. • Handle customer inquiries, complaints, and requests in a professional and timely manner. • Accurately capture and update customer information in internal systems and CRM platforms. • Troubleshoot and resolve customer issues while maintaining high service standards.

• Provide excellent Customer Support by addressing inquiries and concerns promptly, completely, and effectively. • Provide consistently accurate and complete information. • Speak warmly and empathetically to clients while maintaining realistic expectations. • Navigate client conflict by addressing it head-on in a professional, pleasant manner. • Convey a desire to collaborate and find a mutual solution. • Articulate solutions confidently, politely, and empathetically. • Consistently alerts clients to Service Gaps to recommend additional products and services during the course of conversation. • Tees up conversations for Account Management about complex offerings. • Speaks with conviction about our services and persuades clients to retain services that will benefit their organization.

• Assist senior team members with tasks related to client projects and timelines, including supporting the annual open enrollment process. • Learn and assist with critical processes like initiating and tracking EDI file intake and modifications to ensure data integrity. • Assist with ACA code report review updating enrollment records in the platform as needed • Understand Health & Welfare administration principles and practices, applying guidance on platform functionality and data management. This includes the technical ability to interpret, translate, and configure basic Plan Documents and Summary Plan Descriptions (SPDs) to accurately build and maintain benefit plans within the platform. • Manage the consistent processing of reoccurring manual files. • Ensure all client-related tasks and communications are accurately documented and proactively updated in our internal systems. • Identify and report system bugs, client-reported issues, and enhancement requests to senior team members for resolution.