Classy, an affiliate of GoFundMe, is a Public Benefit Corporation and giving platform that enables nonprofits to connect supporters with the causes they care about. Classy's platform provides powerful and intuitive fundraising tools to convert and retain donors. Since 2011, Classy has helped nonprofits mobilize and empower the world for good by helping them raise over $7 billion. Classy also hosts the Collaborative conference and the Classy Awards to spotlight the innovative work nonprofits are implementing around the globe. For more information, visitwww.classy.org.

Classy is seeking a dedicated and motivated individual to join our team as a Senior Solutions Engineer! In this role, you’ll be serving as a product expert and technical resource for Classy’s most strategic and complex potential and current nonprofit customers. You’ll work hand-in-hand with your account executive counterparts to support in conducting bespoke product demonstrations and strategically solution for problems facing some of the world’s most forward thinking causes. 

Additionally, Solutions Engineers serve as the bridge between our customer-facing and product teams, contributing cross-departmentally to the feedback collection, internal dialogue, and consequent improvement of our product and services.

The ideal candidate is someone who has is adept at product and technology storytelling, has a strong proficiency in solving technical problems, and is constantly looking for ways to expand their knowledge of the nonprofit sector and tech stack.

The Job…

• Develop a deep understanding of Classy's platform, features, and capabilities.
• Effectively translate customer needs into innovative solutions using the Classy platform and our technology partners
• Partner with Account Executives and Account Managers as well as product team members to support sales activities.
• Participate in all aspects of the sales evaluation process to provide expertise in addressing challenges and providing technical solutions. 
• Be a strategic owner in technical presentations and demonstrations: conduct engaging and impactful presentations that showcase the platform's features and benefits in an effort to effectively address customer requirements.
• Act as a liaison between nonprofits and the product team, facilitating effective communication and feedback. Provide valuable insights to inform the product roadmap, advise on feature enhancements, and drive continuous improvement.
• Stay updated on industry trends and standard methodologies in the nonprofit tech space. Share knowledge and insights with the team to enhance their skills and capabilities.

You… 

• Bachelor's degree or equivalent work experience.
• 3-5 years of experience in solutions engineering, sales engineering, or a related technical field.
• Strong technical skills and understanding of SaaS platforms and APIs, most notably the Salesforce ecosystem and other nonprofit tech software and integrations. 
• Outstanding communication and presentation skills, with the ability to convey complex technical concepts to both technical and non-technical audiences.
• Proven track record of collaborating effectively with cross-functional team and forming relationships with customers.
• Strong problem-solving skills and a strategic approach.
• Ability to travel occasionally as needed to meet with clients or attend industry events.

Preferred…

• Experience in the nonprofit or fundraising industry 
• Knowledge of nonprofit fundraising platforms, CRM systems, marketing analytics and e-commerce technologies.
• Background in API and web development, with deep familiarity with REST APIs, webhooks, Wordpress, Drupal, and/or Shopify 

Why you’ll love it here: 

• Market competitive pay.
• Rich 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. 
• 401(k) 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.
• Company provided life and disability coverages.
• Supportive time off policies including vacation, sick/mental health days, volunteer days, company holidays, and a floating 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 organization.
• 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: impatient to be great, find a way, earn trust every day, fueled by purpose.
• 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.

The expected salary range for this full-time position is $121,500 - $164,500,  which may include potential sales incentive payments, + equity + benefits. As this is a remote position, the salary range was determined by role, level, and possible location across the US. Individual pay is determined by work location and additional factors including job-related skills, experience, and relevant education or training. 

Your recruiter can share more about the specific salary range based on your location during the hiring process. 

If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact us at accommodationrequests@gofundme.com

Dedication to Diversity 

GoFundMe and Classy are committed to leveraging Diversity, Equity, Inclusion, and Belonging to cultivate a culture that embraces and supports the unique identities, experiences, and perspectives of our people and customers.

Our diversity recruiting priority is recognized under our first DEIB Driver: Opportunity Foster Diversity - we identify, recruit, and invest in top talent- ensure our people reflect the unique identities, experiences, and perspectives of the communities we serve and are all given the chance to grow.

Global Data Privacy Notice for Job Candidates and Applicants:

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. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. 

Learn more about GoFundMe:

We’re proud to partner with GoFundMe.org, an independent public charity, to extend the reach and impact of our generous community, while helping drive critical social change. You can learn more about GoFundMe.org’s activities and impact in their FY ‘23 annual report.

Our annual “Year in Help” reportreflects our community’s impact in advancing our mission of helping people help each other.

For recent company news and announcements, visit our Newsroom.

About the Department

The Cloudflare Customer Support Team solves complicated problems and answers technical inquiries via email, chat, phone, and social media. From Enterprise corporations with petabytes of web traffic to Wordpress bloggers using our platform for free, we are here to help. Being the eyes and ears of Cloudflare, we act as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - for better service and future product development.

What you'll do 

The Cloudflare Senior Escalation Engineer will perform deep, technical troubleshooting for complex, escalated issues. This role owns the customer escalation process and works with various Product and Engineering teams to identify product bugs, network problems, and platform issues. Escalation Engineers foster a close relationship with SRE, Network, Engineering and Product teams. They act as an escalation point, isolate/replicate problems, and gather technical information/expectation.

Responsibilities

• Provide coverage (shift rotation including weekends) for technical troubleshooting of escalated issues 
• Triage Customer Escalation issues to find the quickest most efficient path of resolution
• Work cross-functionally with various teams across the company from engineering to sales

Requirements

• Minimum 2 years of customer-facing technical experience, preferably technical support or system reliability engineering
• Excellent verbal and written communication skills, ability to disseminate clear and appropriate  information to both business and technical audiences
• Able to manage multiple priorities, commitments, and projects

Core competencies (“Desired skills, knowledge and experience”)

• Extensive technical support experience
• Experience troubleshooting application protocols (L7 - DNS, HTTP, etc)
• Experience troubleshooting network infrastructure (L3/L4)
• Expert with Linux command line tools  (curl, dig, git, traceroute, mtr)
• Expert at analyzing data using tools like grafana, kibana, and SQL
• Able to clarify complex technical issues and coordinate efforts to resolve
• Able to identify and share/suggest process improvements 
• Demonstrated leadership, prior mentoring experience
• Self-motivated, self-directed, strong relationship building, can positively influence the actions of others, team player
• Comfortable handling inbound and outbound customer calls

Bonus Points

• Experience with regular expressions
• Knowledge of web programming (HTML, Javascript, PHP) and scripting (bash, Python)
• Experience managing/configuring non-HTTP applications (email, DNS, FTP, SSH, etc.)

Job Locations: Remote, Mexico City, MX

To the attention of candidates (Mexico City): 

This role requires full time work over the Weekends. Candidates should be comfortable working with a “Wed-Sun” or “Sat-Wed” 5-day working week schedule. Candidates MUST have right-to-work in Mexico.  Visa sponsorship is NOT provided for this position.

About the Department

The Cloudflare Customer Support Team solves complicated problems and answers technical questions via phone, email, chat and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, we are always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - for better service and future product development.

Description

Network Operations Center ("NOC") Engineers provide premium-level support for Cloudflare's largest and most technically sophisticated customers. The NOC service will specifically provide monitoring, alerting, and remediation for degradation in availability and latency across Layer 7 traffic. The NOC system will monitor HTTP requests for alert-able conditions, and our NOC team will alert customers about problems as soon as they are found. 

NOC Engineers analyze the alerts, inform the customer of any material impact, and proactively put in motion a remediation path to resolving the degraded service, whether that be by moving traffic through a new route or working with the Systems Reliability Engineering team for a quick product fix or to declare a broader incident. The team also provides reporting and analysis to the customer on a regular cadence, beyond any report that would be self-serviceable within the Cloudflare UI.

Responsibilities

• Configure and maintain custom alerting for availability and latency across Layer 7.  
• Build and maintain customer dashboards  in Grafana, which will be used to monitor for alert signals.
• Work closely with internal teams such as System Reliability Engineering, Infrastructure Engineering, and Network Engineering to alert against, and subsequently provide meaningful data on performance degradation.
• Outreach to customers for triggered alerts, providing them with meaningful information on what alerts are firing and why.
• Escalate impactful alerts to customer support and/or other internal teams.
• Join customer calls to provide granular and frequent status updates on critical issues.
• Compile historical reporting on a regular cadence to customers, including remediation steps.

Requirements

3+ years experience in a customer-facing technical support role

• Modern internet protocols like HTTPS, UDP, TCP, etc.
• Analysis of traffic for anomaly detection and creation of mitigation rules
• Knowledge of Cloudflare Products & Features
• Excellent communication skills with both an internal technical audience and a high-level customer stakeholder

Team Overview:

At Brightcove, we're not just a team; we're a community of bright, passionate individuals dedicated to transforming the way organizations connect through video. We believe in the power of storytelling and the ability of video to bring people together, share experiences, and shape the world around us. Since our inception in 2004, we've been at the forefront of revolutionizing the video landscape, empowering our customers to deliver exceptional video experiences across every screen.

As the industry leader in video technology, we're committed to pushing the boundaries of innovation and delivering bold, cutting-edge solutions. We've seen firsthand the profound impact that well-executed video can have, driving business growth and leaving a lasting impression on audiences worldwide.

With over 600 Brightcovers globally, each bringing their unique talents and passions to the table, we've cultivated a culture of empowerment, excellence, and collaboration. This culture fuels our ability to develop groundbreaking technologies, provide unparalleled customer support, and leverage the collective expertise of our global network.

At Brightcove, we take video seriously, and we take pride in doing it as one cohesive team. Together, we're shaping the future of video, and we invite you to join us on this exciting journey.

Position Overview:

Reporting directly to the Chief Marketing Officer, Brightcove seeks a visionary leader for the role of Vice President Digital Strategy, Performance Marketing. This role is pivotal in developing and leading a high-performing team dedicated to building an efficient and scalable full-funnel global marketing engine for both mature and emerging business segments to optimize marketing investments, driving acquisition, engagement, retention, and customer health.

Your role will be crucial in executing our business and product strategy, with a primary emphasis on driving global revenue growth and fostering market development. Leveraging our rich 20-year history of innovation, you will craft a forward-thinking digital strategy and build a center of excellence around performance marketing; which incorporates AI integration to drive Brightcove's global brand and growth-oriented business objectives. Your strategic insights and actionable plans will serve as the cornerstone for establishing clear differentiation and sustained market leadership in a highly competitive and rapidly evolving global video streaming marketplace.

Job Responsibilities:

• Team Development: Build and lead a high-performing digital strategy and performance marketing team; including building a culture of AI experimentation. Cultivate agency and vendor relationships to maximize business potential.
• Strategic Communication: Clearly articulate vision, strategies, and methods to achieve shared goals across the enterprise. Optimize the integration of structure, people, processes, and technology.
• Expert Functional Team Building: Develop a team of subject matter experts and foundational capabilities across paid, owned, and earned channels, supporting B2B full-funnel performance marketing across the buyer and customer lifecycle.
• Digital Center of Excellence: Drive the evolution of Brightcove.com and other digital properties to enhance global engagement and conversion across diverse customer segments, geographies and products. Work with product marketing and digital creatives to deliver optimized web experience that enhance user experience along the buyer journey.
• Multi-Channel Strategy: Lead multi-channel marketing initiatives (social, search, display, email, blog, SEO, etc.) to acquire high-quality leads at target CACs. Partner with Growth teams to support email capabilities and experiment with nurturing strategies that impact customer journeys and adoption.
• SEO/AEO and Content Strategy: Develop and implement an SEO/AEO/SEM strategy to inform content creation, visitor intent and content mapping. Ensure site speed, crawl-ability, and adherence to E-A-T principles.
• Marketing Plan Development: As a center of excellence, work closely with product marketing, growth marketing and campaign management to build recommendations and deliver strong execution in support of marketing objectives. Contribute to a comprehensive marketing plan to build awareness, stimulate preference, drive demand and conversion of ideal customer profile on a global and national scale.
• AI Strategy: Build over time a center of excellence to drive AI integration across the marketing organization; with consideration of overall customer experience. Champion new use cases and “test and learn” approach to drive business impact (efficiency and revenue)
• Budget Management: Oversee the performance media budget, including strategic allocation and channel development, to support full-funnel marketing strategies across global business and regions.
• Data-Driven Optimization: Implement a test-and-learn approach for conversion rate optimization. Use data insights to enhance performance marketing initiatives and report regularly to senior management. 
• KPI Establishment: Define KPIs and targets across the full funnel (visits, conversion, revenue, recall, CAC, LTV). Drive optimization programs to improve results and marketing spend efficiency using advanced modeling techniques. Working closely with Marketing Operations. 
• Technology Evaluation: Collaborate with Marketing Operations to assess and implement technology solutions that meet business goals and scale globally. Reduce tech debt where appropriate. 
• Product Management Methodology: Apply agile best practices to develop a roadmap for enhancing the end-to-end digital experience, reducing tech debt, and fostering digital experimentation and personalization.
• Operational Effectiveness: Establish an operational model for the digital strategy and performance marketing team; including development of a cross-functional RACI, SLAs and workflow processes. Build an agile structure to improve innovation, speed to market and “test and learn” culture across hybrid and global teams.

Qualifications/Experience 

• Bachelor's degree in Marketing, Business Administration, or related field; MBA preferred. 
• 15+ years of experience in driving high performing, data driven, B2B performance marketing and digital transformation; enterprise software and global experience 
• Extensive experience in developing and leading digital strategies for B2B lead generation, customer experience, and engagement working closely with growth marketing organization 
• Experience with building a center of excellence around digital transformation and use of AI to drive business impact; omni-channel experience is a plus.
• Proficiency in data analytics and data science techniques to inform marketing strategies and optimization frameworks; especially in paid search, affiliate marketing, display advertising, retargeting, email, and social media.
• Familiarity with various attribution methodologies and measurement approaches (LTV, ROAS) and online-to-offline measurement techniques.
• Visionary leadership with the ability to set clear direction for senior leadership and translate plans into focused, manageable goals for the team.
• Strategic thinker with a data-driven approach to decision-making and a focus on results and ROI.
• Proven ability to build and lead teams through transformation both internal teams and agency partners ensuring complementary organizational structures and operating models.  
• Committed to team development and ability to act as a “player” and “coach” 
• Excellent communication skills, including the ability to articulate complex concepts in a clear and concise manner; including recommendations supported by solid business logic, insights and data visualization techniques.
• Experience working in fast-paced, agile environments with the ability to adapt quickly to changing priorities and market dynamics. 
• Highly collaborative mindset with the ability to build strong relationships and influence stakeholders at all levels of the organization.
• Intellectual curiosity; ability to question how things are done and provide innovative ways of thinking and getting work done
• Strong analytical, written, and verbal communication skills
• Positive attitude with excellent collaboration skills a must
• Experience with tools and platforms like Facebook Ads Manager, Google Ads 360, Bing Ads, Google Search Console, Conductor, or similar SEO tools. Background in building a modern martech stack including WordPress, SFDC, Gainsight, Adobe, etc.

WORKING AT BRIGHTCOVE 

As the undisputed global leader in powering premium video for our customers, Brightcove recruits and retains highly qualified and motivated individuals, creating an environment where people can innovate and achieve their best, and we reward them for their performance by giving them the opportunity to share in the company’s success. 

Brightcove offers a variety of perks dependent upon where you live, such as competitive compensation, restricted stock units, 401k matching, and tuition reimbursement, as well as unlimited PTO, and more! Brightcove has brand new office space in downtown Boston, Guadalajara (Mexico), and soon London. We have more offices in Funchal (Portugal), Tokyo (Japan), Singapore, Sydney (Australia), Mumbai and Chennai (India). Employees enjoy access to fully-stocked kitchens and social activities in any of our 14 offices globally. 

We recognize that no candidate is perfect and Brightcove would love to have the chance to get to know you. Please apply and if you are not a fit, we would love to keep you in our talent community. We encourage you to OPT into text messaging or the Talent Community at any time. 

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. If you need any accommodations for your interview, please emailrecruiting@brightcove.com. Brightcove’sPrivacy Policyexplains the processing and purposes of any personal information. 

Location: Remote, US

About the Department

The Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. Whether it is a WordPress blogger using our services for free or a global Enterprise business with petabytes of web traffic, our team is always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - to help build a better service and future product development.

What You’ll Do

Do you love solving complex problems and interacting with people? Are you passionate about helping customers and a standout colleague? Cloudflare is seeking a Technical Customer Support Engineer to join our team. You will work with customers on a variety of technical support issues as well as the Technical Operations team that is responsible for running our global distributed network. This is a position where you will learn the inner workings of Cloudflare's architecture and gain a deeper understanding of Internet technologies. You will focus on providing support for our Content Delivery products: Zero Trust, Workers, Speed, Images, Stream, CDN and others.

Examples of desirable skills, knowledge and experience

• You have previous experience working as part of a team in a customer-facing role
• You have experience solving DNS and other networking-related problems
• You understand how the Internet works
• You understand and have previous experience working with Identity and Access Management protocols and technologies (SSO, SAML, OAuth, Federation, SCIM, etc.)
• You understand and have previous experience supporting and troubleshooting multi-factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA, etc).
• You have experience working in a support role where you thrived every time you resolved a ticket
• You are comfortable communicating through various support channels and always put the customer first
• You are a motivated self-starter and always looking to expand your existing skillset
• Flexibility to work holidays and rotational weekend shifts

Bonus Points

• You are fluent in English, Spanish, Portuguese, German, Japanese, French or Mandarin
• You are familiar with Cloudflare Zero Trust products (Zero Trust / Access / Gateway / Tunnel, WARP client) and have a site actively using our platform
• You have a solid grasp of problem-solving with command line tools (dig / traceroute / curl / tcpdump)
• You are familiar with Apache, Nginx, IIS, and other web servers
• You are committed to gaining a deeper understanding of the following technologies: Zero Trust / Secure Web Gateway policies / Endpoint protections / security best practices (Certificates, Zero Trust, least privileged access etc)
• You have worked with PostgreSQL, MySQL, MS SQL or other database servers

Compensation

Compensation may be adjusted depending on work location.

• For Colorado-based hires: Estimated annual salary of $91,000 - $111,000
• For New York City, Washington, and California (excluding Bay Area) based hires: Estimated annual salary of $105,000 - $129,000
• For Bay Area-based hires: Estimated annual salary of $111,000 - $135,000

Equity

This role is eligible to participate in Cloudflare’s equity plan.

Benefits

Cloudflare offers a complete package of benefits and programs to support you and your family.  Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun!  The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.

Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave

About the Department

The Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, our team is always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - to help build a better service and future product development.

What You’ll do

Do you love solving complex technical problems and interacting with people? Are you passionate about helping customers and are a standout colleague? Cloudflare is seeking an experienced Network Security Engineer to join our team and support our largest and most technically sophisticated customers in resolving technical problems, threats or attacks on their infrastructure at OSI Layers 3, 4, and 7. This will span the range of Cloudflare products from Magic Transit Infrastructure Protection, Argo Smart Routing, DDoS mitigation and Network Firewall, to using the Web Application firewall (WAF), Spectrum and Rate Limiting to help customers.

Skills, Knowledge, and Experience

• Fluent English speaker is a requirement
• Minimum 3 years working within a Technical Support team solving various technical issues 
• Self-driven and capable of learning new technologies / systems / features with little guidance
• Fundamental understanding how the Internet works (OSI Model)
• Advanced understanding of internet protocols like TCP and UDP
• Computer Networking fundamentals, experience with iptables and looking glass
• Experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels
• Packet capture analysis
• Experience in command line and tools, including curl, dig, traceroute, openssl, git
• Experience troubleshooting DNS, SSL / TLS, HTTP
• Experience in a web development and / or hosting environment such as installing and configuring web servers like Apache, Nginx, Caddy and IIS
• Experience writing scripts in Bash, Python, JavaScript or other scripting language
• Experience in working as part of a team in a customer-facing role

Responsibilities

• Communicate with customers via chat, email, and phone 
• Compare traffic signatures and attributes including IP addresses, cookie variations, HTTP headers, and JavaScript footprints to determine what is good traffic and what is malicious
• DDoS mitigation for OSI layers 3,4, & 7: advise customers on how to filter malicious traffic using Cloudflare tools like Magic Transit, Network Firewall, WAF, IP reputation lists, packet inspection, blocklisting, allowlisting, and rate limiting
• Work with Engineering and Operations teams to mitigate attacks, suggest steps to mitigate, and apply the appropriate mitigation when applicable
• Work with Engineering and Product teams to improve products and tools

Availability and Schedule Requirements

• Flexibility to work varying work schedules including; Tuesday through Saturday, Sunday through Thursday, holidays, weekends, more than 5 days in a row, or additional hours on occasion.

Bonus Points

• You are familiar with Cloudflare and are actively using our platform
• You have worked with PostgreSQL, MySQL, MS SQL, and other database servers
• You are fluent and can troubleshoot in other languages beyond English and Spanish

About Life360

Life360’s mission is to keep people close to the ones they love. Our category-leading mobile app and Tile tracking devices empower members to protect the people, pets, and things they care about most with a range of services, including location sharing, safe driver reports, and crash detection with emergency dispatch. Life360 serves approximately 66 million monthly active users (MAU), as of March 31, 2024,  across more than 150 countries. 

Life360 delivers peace of mind and enhances everyday family life with seamless coordination for all the moments that matter, big and small. By continuing to innovate and deliver for our customers, we have become a household name and the must-have mobile-based membership for families (and those friends that basically are family). 

Life360 has more than 500 (and growing!) remote-first employees. For more information, please visit life360.com.

Life360 is a Remote First company, which means a remote work environment will be the primary experience for all employees. All positions, unless otherwise specified, can be performed remotely (within the US) regardless of any specified location above. 

About the Job

We are seeking a detail-oriented and proactive Ecommerce Product and Content Coordinator to join our dynamic team. This role will play a pivotal part in our ecommerce operations, focusing on product set up, promotional pricing, merchandising, and content management system (CMS) content development on Tile.com and Life360.com. The ideal candidate will have a passion for ecommerce, strong organizational skills, and a creative flair for digital content creation.

The US-based salary range for this position is $80,000 to $105,000. We take into consideration an individual's background and experience in determining final salary- therefore, base pay offered may vary considerably depending on geographic location, job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits, as well as equity.

What You’ll Do

• Product Set Up and Maintenance: Coordinate the setup and maintenance of product listings on our ecommerce platform, ensuring accuracy, completeness, and optimization for marketing, search and conversion.
• Promotional Pricing: Assist in setting up promotional pricing and discounts, collaborating closely with marketing and sales teams to align with campaign objectives.
• Merchandising: Support the merchandising strategy by helping optimize product placement, categorization, attributes and cross-selling opportunities to enhance customer engagement and drive sales.
• Landing Page Development:Create wireframes/page prototypes and collaborate with the marketing team to align with project goals and user needs.
• CMS Content Development: Develop and update compelling content for CMS platforms, including home, category and landing pages, product descriptions, banners, and other digital assets to enhance user experience and SEO performance.
• Collaboration: Work cross-functionally with marketing, design, and product teams to align ecommerce strategies with overall business goals and brand standards.
• Analytics and Optimization: Monitor ecommerce performance metrics, analyze trends, and provide insights to optimize product listings and content effectiveness.
• Quality Assurance: Conduct regular audits to ensure data integrity, content accuracy, and adherence to ecommerce best practices.

What We’re Looking For

• Bachelor’s degree in Marketing, Business Administration, or a related field preferred.
• Proven experience (2+ years) in ecommerce operations, product management, or digital marketing.
• Strong proficiency in ecommerce platforms (e.g., Shopify, BigCommerce), CMS (e.g., WordPress, Contentful), digital analytics tools (e.g., Google Analytics) and digital asset manipulation (PhotoShop)
• Excellent written and verbal communication skills with a keen eye for detail and creativity.
• Strong Excel skills including data manipulation, pivot tables, and complex formulas for data analysis and reporting.
• Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Familiarity with SEO principles and best practices in content management.

Our Benefits

• Competitive pay and benefits
• Medical, dental, vision, life and disability insurance plans (100% paid for employees)
• 401(k) plan with company matching program
• Mental Wellness Program & Employee Assistance Program (EAP) for mental well being
• Flexible PTO, 13 company wide days off throughout the year
• Winter and Summer Week-long Synchronized Company Shutdowns
• Learning & Development programs
• Equipment, tools, and reimbursement support for a productive remote environment
• Free Life360 Platinum Membership for your preferred circle
• Free Tile Products

Life360 Values

Our company’s mission driven culture is guided by our shared values to create a trusted work environment where you can bring your authentic self to work and make a positive difference 

• Be a Good Person - We have a team of high integrity people you can trust. 
• Be Direct With Respect - We communicate directly, even when it’s hard.
• Members Before Metrics - We focus on building an exceptional experience for families. 
• High Intensity, High Impact - We do whatever it takes to get the job done. 

Our Commitment to Diversity

We believe that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers better results. Together, we continue to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our employees. It fuels our innovation and connects us closer to our customers and the communities we serve. We strive to create a workplace that reflects the communities we serve and where everyone feels empowered to bring their authentic best selves to work.

We are an equal opportunity employer and value diversity at Life360. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any legally protected status.  

We encourage people of all backgrounds to apply. We believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful.Even if you don’t meet 100% of the below qualifications, you should still seriously consider applying!

#LI-Remote

____________________________________________________________________________

About the department

The Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. Whether it is a WordPress blogger using our services for free or a global Enterprise business with petabytes of web traffic, our team is always eager to assist. At Cloudflare, Technical Account Managers (TAMs) are part of our Global Customer Support organization and work directly with customers to ensure a consistent and high level of support. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - to help build a better service and future product development.

What you'll do

The Technical Account Manager will own the post-contract end-to-end support experience for Cloudflare’s most strategic customers, to unblock post-go-live technical support challenges. They are a dedicated technical primary point of contact for our top-tier Enterprise customers. TAM’s responsibilities are to manage and monitor support interactions, serve as an internal advocate for customers, respond to customer escalations, and proactively escalate issues as needed. TAMs meet regularly with their respective customer(s) and provide proactive recommendations that support customers’ requirements, roadmap, and ongoing technical needs, partnering with the Customer Success and Account Team members.

To be successful in this role, you must possess strong customer service and leadership skills, be a self-starter, be committed to ongoing self-education, be able to collaborate across organizations and have excellent technical problem-solving skills.

As a TAM aligned with Cloudflare’s Network Services products and with a working understanding of Layer 3 and 4 functionality, you’ll closely engage with customers who integrate these solutions into their Cloudflare configuration, addressing their primary support needs.

Responsibilities

• Ability to work one weekend every month. 
• Serve as primary technical support contact.
• Maintain a cooperative relationship with all cross-functional resources, such as product, engineering, and customer account teams comprising Account Executives, Customer Success, Professional Services, and Partners throughout every sales phase.
• Collaborate with the Account Team, as well as Engineering and Product, to help ensure high customer satisfaction by providing world-class dedicated support throughout the entire life of the customer partnership.
• Provide product and engineering teams with customer feedback to help identify Support challenges and opportunities. 
• Have a holistic and dynamic view of customer’s environment and use of Cloudflare products, including the customer deployment topology, expert resolution for all support issues, and proactive advice for long-term improvements.
• Create and deliver Quarterly Support Reviews including SLA adherence, top ticket drivers, ticket deep dives, and incident reviews.
• Ability to travel up to 25% of the time. 
• Proactively engage with the account team during strategic deal closure and throughout the lifecycle of the customer.
• Point of escalation during business hours, and backup point of escalation for Cloudflare TAMs in other regions during their off hours.
• Understand client sentiment, own internal and customer facing escalations, and provide product support.
• Ensure support tickets are solved in a timely manner.
• Maintain and expand working technical knowledge of Cloudflare products.
• Single threaded owner of technical support issues, working with backend teams as needed.
• Work with global TAM’s to ensure coverage on critical issues.
• Ensure rapid Incident response.
• Assist with preparing and communicating CSRs and formal documentation for incidents and major issues.

Examples of desirable skills, knowledge and experience

• Understanding of networking and routing protocols (BGP, OSPF, IPSec, GRE, etc).
• Experience in security products and technologies (e.g Firewall, IPS, DDoS).
• Experience in system integration and multi-vendor environments & data center deployments.
• Basic troubleshooting skills (e.g. traceroute, WireShark, dig, cURL, etc.) towards identifying and escalating to the necessary teams to drive towards a solution.
• Minimum 8 years of previous experience in a customer-facing team with technical account management responsibilities.
• Have the business acumen of working with Fortune 500 companies and their leadership team.
• Fundamental understanding of how the Internet works, e.g. the OSI Model, Application and Network security, what a proxy is and how it works.
• Passionate about Cloudflare products, helping customers, and building strong relationships across organizations.