Senior Manager, Technical Support Engineering

About the role

GoFundMe is seeking a Senior Manager to lead its Technical Support Engineering organization across consumer and B2B experiences. The role focuses on scaling support operations, improving platform reliability, and delivering exceptional customer outcomes.

Key responsibilities

• Lead, mentor, and grow a high‑performing technical support engineering team.
• Define and execute a support engineering strategy that emphasizes scalability, operational efficiency, and customer impact.
• Drive improvements in tooling, workflows, automation, escalation management, and support processes.
• Partner with Product, Engineering, Payments, Risk, Care, and account management to enhance product supportability.
• Own operational metrics and KPIs related to support quality, responsiveness, incident management, and customer experience.
• Participate in on‑call rotation and act as senior escalation leader for major incidents (P0/P1).
• Develop and maintain processes for issue triage and resolution.

Required profile

• Strong technical acumen combined with operational leadership experience in high‑growth environments.
• Passion for leveraging AI and automation to improve support operations.
• Highly collaborative, comfortable navigating ambiguity, and experienced leading through change.
• Proven ability to influence cross‑functional stakeholders and drive measurable business outcomes.

Required skills

• Artificial Intelligence (AI) concepts and applications.
• Intelligent automation and generative AI.
• Data‑driven analysis and insights.
• Support tooling and escalation management.

What we offer

• Opportunity to shape an AI‑enabled support organization.
• Impactful work on a high‑volume consumer and B2B platform.
• Collaboration with diverse product and engineering teams.