Responsibilities
- Manage initial investigation of escalated cases.
- Apply critical thinking and attention to detail to determine root cause of unexpected behavior.
- Be responsible for the majority of queue management and first response SLAs.
- Spend as much as 45 minutes investigating, triaging, and documenting newly reported unexpected behavior.
- If unable to resolve within 45 minutes, communicate and escalate with more senior TSEs.
- Maintain continual customer communication on cases not escalated to more senior TSEs.
- Write accurate and clear JIRA tickets.
- Describe the issue, expected results, and steps to reproduce in JIRA tickets.
- Include technical details like API values, links to errors, and screenshots of errors in the dev console.
- Create and complete Database updates to track database work.
- Triage high priority tickets with more senior TSEs.
- Support Generalists and wider CX Org on a day-to-day basis.
- Familiarize self with internal technical documentation to develop technical skills.
Requirements
- Technical knowledge of software applications, troubleshooting, and basic programming
- Familiarity with Postman, Jira, observability platforms, Chat AI LLMs
- Enterprise customer service experience
- Strong written and verbal communication skills
- Meeting each request with an urgency to solve the customer need
- Time management skills and ability to manage multiple priorities
- Teamwork and collaboration skills
- Critical thinking skills
- Attention to detail
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.
Work Arrangement
Hybrid
Team
Structure: GoFundMe Pro team
Additional Information
- GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences.
- The company does 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.
- 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.
- 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.
- By submitting your application, you are agreeing to our use and processing of your data as required.
- For jobs located in NYC or remote jobs associated with office in NYC, Metaview is used as part of the hiring process and may qualify as an automated employment decision tool (AEDT), as defined by New York City Local Law 144.
- Metaview evaluates professional experience, technical skills, education, and other qualifications using information collected directly from submitted resume and application materials.
- All final hiring decisions are made by GoFundMe employees.
- Metaview began being used on March 10, 2026.
- The tool has been reviewed by an independent auditor.
- Data is retained in accordance with GoFundMe’s Personnel Privacy Notice and applicable legal requirements.
- Candidates may request an alternative selection process or reasonable accommodation via an accommodation form.
