Manager, Technical Support Engineering - Remote Eligible

Manager, Technical Support Engineering

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:

• 2+ years management experience
• 5+ years experience in support management (IC level 1- 4)
• Experience supporting a Salesforce integration
• Basic frontend and backend competency in popular coding languages (preferred: APIs, CSS, HTML, React)
• You enjoy empowering users with the knowledge to do things for themselves in the future, not just fixing things for them.
• Proven technical problem solving, business process development, and analytical capabilities
• Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, clients, and executive management

Preferred:

• Candidates located in San Francisco, CA and San Diego, CA are highly preferred

Why you'll love it here

• 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 and Gives Back programs.

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.