Chat Support Specialist

Givebutter is looking for a Chat/Email Support Specialist with a positive attitude, attention to detail, and the ability to understand what a user is really asking - not just what they typed - and respond with clarity and confidence. As a member of the Customer Support team, you will have the opportunity to support the fundraising efforts of a large and diverse group of NPOs, ranging from small nonprofits to large educational institutions to Fortune 500 companies. The primary responsibility of this role will be responding to inquiries from current users via live chats and emails. This role requires strong problem-solving skills, sound judgment, and confidence, even with a rapidly changing product. You will regularly encounter questions that don't have an obvious or documented answer. Successful candidates are comfortable analyzing situations in real time, asking thoughtful follow-up questions, and working toward a solution even when the path forward isn't immediately clear.

Key responsibilities

• Respond to queries from users in a timely and accurate way via live chat and email
• Follow up with unresponsive users and leads to ensure their questions are resolved
• Proactively identify user needs and help customers implement specific features
• Analyze product malfunctions by testing different scenarios or impersonating users and report them
• Gather user feedback, feature requests, and workarounds, and proactively suggest improvements
• Be empathetic and a great problem-solver, even when handling multiple conversations at the same time
• Take ownership of the user experience during every chat and email by actively working through problems and thinking beyond the surface question

About you

• 5+ years of experience as a Live Chat Support Specialist in the tech industry
• 2+ years of remote experience
• Experience handling multiple incoming chat requests simultaneously
• High adaptability and positive attitude in a dynamic environment
• Experience using help desk software and remote tools such as Intercom, Slack, Notion
• Excellent written and verbal communication skills in English
• Must provide your own stable internet connection
• Must be a citizen of the Philippines for this role
• Remote work from anywhere
• Full-time employment by Givebutter via an EOR called Deel
• HMO medical insurance covered 100% for employees
• Holiday pay in accordance with PH labor laws regarding holiday pay, overtime, and shift differentials
• Performance bonuses
• Generous annual PTO allowance
• Additional annual leaves: Bereavement 5 days, Maternity 105 days, Paternity 30 days, Adoption 60 days, Domestic Violence 10 days
• Monthly allowance of up to $50 USD to any verified nonprofit of your choice on Givebutter

About us

Givebutter is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. Nonprofits use Givebutter to replace multiple tools so they can launch fundraisers and events, use donation forms and donor management (CRM), send emails and text blasts - all in one place. Givebutter has been certified as a Great Place to Work every year since 2021, and is the #1 rated nonprofit software company on G2 across multiple categories. Our mission is to empower the changemaker in all of us.