Customer Care Specialist- Italian

Do you believe that people should compassionately support one another to create a better world? Well, we do!

Serving as the world’s most trusted fundraising platform, GoFundMe is committed to creating a better world by making it safe and easy for people to support causes they’re passionate about. When someone sees a need—whether it’s in their neighbourhood or across the globe—they can turn their compassion into action through GoFundMe. Our customers have raised over €8 billion for their personal causes, making GoFundMe a top 200 website in the US based on traffic, with a monthly audience of over 100 million people.

The Customer Care team is on the front line of understanding our customers' needs. We bring a world-class customer support experience to our customers 24/7, and our Product and Engineering teams leverage our direct feedback to continually improve the GoFundMe customer experience.

This is an incredibly fast-paced role where you are required to move quickly and think on your feet. We’ve hired and retained a group of incredible and intelligent individuals, and we push each other to be the best we can be. We are looking to bring in even more talented folks who can keep stretching our game to the next level!

The Job…

• Making a difference by offering empathetic support to our customers. 
• You’ll be connecting directly with organisers who are making a difference in this world, and generous donors who impact the success of each cause. 
• You’ll be working in a dynamic environment, where you’ll need to be resourceful, creative, adaptable and solution focussed. 
• You’ll be helping our customers to withdraw their funds successfully, coach them through their fundraising experience, and help navigate troubleshooting scenarios. 
• Our team primarily provides support via email, with an exciting opportunity to help us expand our chat and phone channels while growing your own skills.

You…

• Fluent English and Italian speaker - This is a must. Proficiency in other languages is a plus! Your English must be at a C1 Level.
• Metric and goal driven - We set high standards so we can provide an effortless experience to our customers. You enjoy challenging yourself and holding yourself accountable to reaching targets!
• Customer Centric - You care about the experience our customers are having, and understand the impact you have on their GoFundMe experience.
• Compassionate - Are you someone who truly cares about people and wants to help them? Are you emotionally intelligent and can adjust your approach based on the customer’s situation?
• Adaptable - Do you enjoy being part of a growing organisation, and thrive under new challenges, an ever-evolving environment?
• Effective communication - you’ll be in constant contact with our customers via different communication channels, will need to be a strong writer and someone that is able to confidently use communication as a tool to address our customers’ needs. 
• Tech-Savvy - Are you comfortable working in an online space, learning new tools quickly, and troubleshooting tech-issues?
• Critical thinker and solution-minded - Can you identify potential challenges, trends, and propose solutions? Everyone owns the success of our team! 
• Attention to detial - Did you notice "detail" is misspelled? 
• Resourceful - Are you able to research independently, organise your resources effectively and discover creative solutions to challenges you may encounter?
• Invested in personal growth - Do you have a growth mindset, are hungry for feedback, and have a strong desire to learn?
• Team Player - You enjoy empowering others, celebrating their wins, and supporting other’s growth
• Sense of humor - Do you know and appreciate the power of a good laugh? We like to enjoy ourselves!

Why you’ll love it here...

• Competitive pay of 36,000 Euros a language premium 
• Healthcare benefits including employer paid premiums for medical/dental/vision (100% for employee only plans and 85% for employee dependent plans) and employer HSA contributions. 
• Pension retirement plan with company matching
• Hybrid workplace with fully remote flexibility for many roles
• Monetary support for new hire setup, hybrid work & wellbeing, family planning, and commuting expenses
• A variety of  mental and wellness programs to support employees   
• Generous paid parental leave and family planning stipend
• Supportive time off policies including holiday, sick/mental health days, volunteer days, company holidays, and a float holiday
• Learning & development and recognition programs
• Gives Back Program where employees can nominate a fundraiser every week for a donation from the company
• Inclusion, diversity, equity, and belonging are vital to our priorities and we continue to evolve our strategy to ensure DEI is embedded in all processes and programs at GoFundMe. Our Diversity, Equity, and Inclusion team is always finding new ways for our company to uphold and represent the experiences of all of the people in our organisation.
• Employee resource groups
• Your work has a real purpose and will help change lives on a global scale.
• You’ll be a part of a fun, supportive team that works hard and celebrates accomplishments together. 
• We live by our core values: consider everything, do the right thing, spread empathy, delight the customer, and give back.
• We are a certified Great Place to Work, are growing fast and have incredible opportunities ahead!

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.

Learn more about GoFundMe...

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