# Manager, Customer Care Technology & Automation (Zendesk)

Hiring organization: [Gofundme](https://career.thegoodapps.co/organizations/gofundme)

Canonical page: https://career.thegoodapps.co/jobs/7c3ce516-a815-4f02-88b9-c47771213e59

Listed on Gofundme's own careers site. Applications go to them directly.

- Employment type: full time
- Seniority: Senior
- Location: San Diego, CA
- Salary: 128500 – 192500 USD per year

## Summary

This role leads the technology strategy and operations for GoFundMe's customer support organization, managing platforms like Zendesk and AI chatbots while driving automation and efficiency across the global care team. It suits an experienced systems leader comfortable with both hands-on platform administration and strategic vendor partnerships who wants to shape the future of AI-powered customer support at scale.

_Our summary, not Gofundme's wording._

## Skills named

Ada, LLMs (Large Language Models), Looker, Salesforce, Segment, Snowflake, SQL, Zendesk

## Required

- 5+ years managing customer care technology, customer experience platforms, support operations, or business systems
- Deep expertise administering Zendesk in large-scale customer support
- Experience implementing and optimizing AI-powered customer support platforms such as Ada or Sierra
- Experience designing support workflows, automation, and routing logic
- Strong understanding of LLMs and conversational AI
- Experience integrating support platforms using APIs
- Strong analytical skills with SQL and BI tools
- Demonstrated success leading technology implementations and organizational change
- Vendor management and stakeholder influence skills

## Nice to have

- 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
- Time leading a front-line care team

Apply on Gofundme's site: https://job-boards.greenhouse.io/gofundme/jobs/8078062