Manager, Customer Care Technology & Automation (Zendesk)

Want to help us help others Were hiring!

GoFundMe is the worlds 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 causesfor themselves and each other. Together our community has raised more than $40 billion since 2010.

Join us! TheGoFundMe 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 stackincluding 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.

Youll 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 considered for this role will be located in San Diego CA.

• 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.
• Continuously evaluate LLM capabilities and identify opportunities for responsible adoption.
• Partner with vendors to influence product roadmaps and maximize platform capabilities.
• Establish governance around AI quality accuracy compliance and customer experience.

• Own Zendesk administration including workflows automations triggers macros views forms routing SLAs and permissions.
• Improve agent workflows to reduce friction and increase productivity.
• Design scalable support processes that improve consistency and reduce manual effort.
• Ensure technology supports evolving operational needs across global support teams.

• Identify repetitive workflows suitable for automation.
• Build business cases for automation investments.
• Measure and improve automation adoption across customer journeys.
• Lead continuous improvement initiatives focused on reducing operational effort while maintaining high-quality customer experiences.

• Define technology performance metrics including:
• AI containment
• Deflection rate
• Time to resolution
• Cost per contact
• Agent productivity
• Automation utilization
• CSAT
• SLA adherence
• Build executive dashboards that provide visibility into technology effectiveness and operational health.
• Use data to identify opportunities for optimization and investment.

• Own relationships with Zendesk Ada Sierra and other technology vendors.
• Lead vendor reviews roadmap discussions and contract optimization in partnership with Procurement.
• Coordinate cross-functional initiatives involving Customer Care Product Engineering Security Data and Legal.

• Establish best practices for support technology configuration and change management.
• Maintain documentation release processes testing standards and system governance.
• Ensure platform reliability security and compliance with company standards.

• 5 years managing Customer Care technology Customer Experience platforms Support Operations or Business Systems ideally with time leading a front line Care team yourself
• Deep expertise administering Zendesk in a large-scale customer support environment.
• Experience implementing and optimizing AI-powered customer support platforms such as Ada Sierra Intercom Fin Salesforce Agentforce or similar technologies.
• Experience designing support workflows automation routing logic and self-service experiences.
• Strong understanding of LLMs conversational AI prompt design and AI operations.
• Experience integrating support platforms using APIs and automation tools.
• Strong analytical skills with SQL BI tools and dashboard development.
• Demonstrated success leading technology implementations and organizational change.
• Ability to translate business challenges into scalable technology solutions.
• Strong vendor management and stakeholder influence skills.
• Excellent communication skills with the ability to present technical concepts to business leaders.
• Comfortable operating in a fast-moving ambiguous environment.
• Passion for leveraging AI to transform customer experiences.

• Experience with Ada Sierra Zendesk AI or comparable conversational AI platforms.
• Experience with Salesforce Segment Snowflake Looker or similar analytics ecosystems.
• Familiarity with support quality programs and workforce management.
• Experience leading enterprise technology rollouts.
• Experience managing support technology in high-growth SaaS marketplace fintech or ecommerce organizations.
• Understanding of Responsible AI principles and governance.

Within your first year you will:

• Increase AI containment while maintaining or improving CSAT.
• Improve Customer Care productivity through workflow automation and process optimization.
• Deliver a clear multi-year roadmap for Customer Care technology.
• Reduce manual effort through intelligent automation and system improvements.
• Establish governance and best practices across Customer Care technology platforms.
• Build trusted partnerships across Customer Care Product Engineering and vendors.
• Position GoFundMe as a leader in AI-enabled customer support.

Why youll 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 program.

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 annual U.S. salary range for this full-time position is $128500.00 - $192500.00. The company also offers equity and other benefits to employees including healthcare dental vision life insurance and 401(k) saving program. Our salary ranges are determined by role level and location. 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 total compensation packageduring 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 fill out this accommodation form.

Global Data Privacy Notice for Job Candidates and Applicants:

Depending on your location the General Data Protection Regulation (GDPR) or certain US privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application you are agreeing to our use and processing of your data as required.

Learn more about GoFundMe:

Were proud to partner with an independent public charity to extend the reach and impact of our generous community while helping drive critical social change. You can learn more about activities and impact in their FY 25 annual report.

Our annual Year in Help report reflects our communitys impact in advancing our mission of helping people help each other.

For recent company news and announcements visit our Newsroom.

#LI-RC1