Backed by Accel, Greylock and Norwest.
About the role
Join us! The GoFundMe Team is searching for a strategic, systems-oriented leader to own the technology ecosystem that powers our Customer Care organization.
What they're looking for
- Serve as the primary owner for Zendesk, Ada, Sierra, and supporting Customer Care technologies
- Define and execute the technology roadmap aligned to Customer Care strategy and company objectives
- Evaluate emerging AI technologies and recommend opportunities to improve customer experience and operational efficiency
- Partner with Engineering and Product on integrations, APIs, and platform enhancements
- Own AI deployment across customer support channels
- Optimize chatbot performance, AI containment, routing, and escalation experiences
More about this role
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 a strategic, systems-oriented leader to own the technology ecosystem that powers our Customer Care organization.
Reporting to Senior Director, Global Customer Care, this role is responsible for the strategy, administration, optimization, and evolution of our support technology stack—including Zendesk, Ada, Sierra, and future AI-enabled customer experience platforms. This role combines systems ownership, AI strategy, operational excellence, and cross-functional partnership to ensure our technology enables world-class customer experiences while improving team efficiency, scalability, and quality.
You'll work closely with Customer Care, Product, Engineering, Data, Security, and vendors to deliver automation, optimize workflows, introduce AI capabilities, and build the future of customer support.
Candidates...
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