Product Support Generalist I

Classy, an affiliate of GoFundMe, is a Public Benefit Corporation and giving platform that enables nonprofits to connect supporters with the causes they care about. Classy's platform provides powerful and intuitive fundraising tools to convert and retain donors. Since 2011, Classy has helped nonprofits mobilize and empower the world for good by helping them raise over $7 billion. Classy also hosts the Collaborative conference and the Classy Awards to spotlight the innovative work nonprofits are implementing around the globe. For more information, visit www.classy.org.

Classy's Customer Care Team is looking for an enthusiastic Product Support Generalist to help answer customer questions about the Classy 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 Classy’s brand, building rewarding relationships that keep customers engaged and enthusiastic.

The ideal candidate has empathy, ability to work in a fast paced environment, and a knack for sharing knowledge. We want to talk to you if you love being part of a team that genuinely Cares about our nonprofit customers and the missions they serve. We aren’t your normal Customer Care team. We go above and beyond to advocate on behalf of our nonprofits across Classy to make their product and support experience world class.

The job…

• Use strong customer empathy to inspire nonprofits and build long-lasting relationships.
• Answer questions from a wide-range of nonprofits and internal teams about Classy products and services, including “How do I?” questions, technical troubleshooting and account related inquiries.This will primarily be via chat and email, with frequent phone/video calls. 
• Solve complex customer problems FAST by collaborating across Classy 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. 

You…

• Exceptional oral and written communication. Must communicate effectively across phone, email, chat and social channels. 
• World-class organizational skills. Thrive in a world where you’ll balance customer questions and complex assignments with many moving parts. 
• Strong emotional intelligence. You can read each customer, empathize with their unique challenge and adapt to deliver world-class experiences. 
• Extremely process-oriented. You’re resourceful when a process or an answer doesn’t exist. 
• You do your best work as part of a team. You thrive in highly-matrixed environment and live for working with your teammates, customer success, product management and development. 
• Mission-driven mindset. You want a job with purpose and serve customers who are building a better world for us all. 
• Dream BIG and execute smart. Your enthusiasm for challenging the status quo through innovation is contagious.  
• Proactively uncover opportunities. You can identify trends, investigate anomalies and present recommendations to leadership and your cross-functional partners. 
• Customer service experience. You are energized every morning when you wake up, knowing you get to help nonprofits that solve a wide range of issues. 

Preferred…

• Experience working with nonprofits. If you already have a deep understanding of the unique challenges nonprofits face, we want to hear from you. 
• CRM experience.  Knowledge of CRM/Ticketing systems with rigorous tracking
• Basic HTML/CSS knowledge. Basic skills in HTML and CSS can be useful for formatting emails, troubleshooting issues in communication platforms, or resolving issues with website forms.
• Understanding of Remote Work tools. Understanding tools like Slack, Zoom, and project management systems is helpful.

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, and commuting, 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 are committed to providing diversity, equity, and inclusion training to all employees, and 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 $47,000 - $70,000 + equity + benefits.  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. 

If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact us at accommodationrequests@gofundme.com

Dedication to Diversity 

GoFundMe and Classy are committed to leveraging Diversity, Equity, Inclusion, and Belonging to cultivate a culture that embraces and supports the unique identities, experiences, and perspectives of our people and customers.

Our diversity recruiting priority is recognized under our first DEIB Driver: Opportunity Foster Diversity - we identify, recruit, and invest in top talent- ensure our people reflect the unique identities, experiences, and perspectives of the communities we serve and are all given the chance to grow.

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Learn more about GoFundMe:

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