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 considered for this role will be located in San Diego, CA.
The JobOwn the Customer Care Technology Ecosystem- 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.
Lead AI Strategy for Customer Care- 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.
Optimize Zendesk & Support Operations- 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.
Drive Automation & Efficiency- 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.
Analytics & Performance- 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.
Vendor & Stakeholder Management- 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.
Technology Governance- 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.
You- 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.
Preferred- 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.
Success MeasuresWithin 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.
