Customer Support Phone Specialist: M

Company Description 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. Use of the Givebutter platform is completely free with a 100% transparent tip-or-fee model. Givebutter has been certified as a Great Place to Work® in 2021, 2022, 2023, and 2024, and is the #1 rated nonprofit software company on G2 across multiple categories. Our mission is to empower the changemaker in all of us. We believe giving should be fun, so you’ll want to do it again, and we also believe that work should be fun, so that you’ll have the greatest impact. We are excited to hear from talented people who want to work with other talented people in making the world a butter place—and have fun along the way. Role Description Givebutter is looking for a Phone Support Specialist with a positive attitude, attention to detail, and the ability to anticipate the needs of our users. As a member of our 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 phone. You will need to be comfortable speaking with users, guiding them through their questions, and providing clear, friendly, and helpful support over the phone. If you enjoy problem-solving on the spot, building relationships with callers, and making an impact with every call, this role is for you. If the thought of waking up every day and getting to “help people help people” excites you, we look forward to hearing from you. This is a direct-hire, permanent position. You will be an employee of Givebutter via an EoR called Deel. Tentative Start date: 11/24/25Pay rate: PHP 550/hourPaid training schedule: Monday - Friday; 9AM - 6PM US Eastern time for 3 months (40 hours)Permanent schedule: Monday - Friday; 9AM - 6PM US Eastern time (40 hours) Responsibilities Respond promptly and accurately to inbound user inquiries via phone. Use a screenshare tool as needed while supporting users. Proactively identify user needs and guide them through specific features and workflows. Troubleshoot issues by testing different scenarios, impersonating users, analyzing potential product malfunctions, and submitting escalations as needed. Collect and document user feedback, feature requests, and workarounds, and share insights to help improve the product. Adhere to company and department Standard Operating Procedures (SOPs). Take on special projects and tasks as assigned by Support Leadership. Requirements 3+ years of experience as a Phone Support Agent (preferably in the tech industry) 2+ years of remote experience Warm, friendly tone and ability to make customers feel comfortable and valued Ability to establish trust with users by speaking confidently and demonstrating the ability to resolve concerns Empathetic with the ability to show understanding of user issues Excellent written and verbal communication skills in English High adaptability and positive attitude in a dynamic environment Experience using help desk software and remote tools (e.g., Intercom, Slack, Notion) Agents must provide their own computer (at least 8GB RAM) A second monitor is recommended but not required Agents must provide their own stable internet connection (preferably wired and at least 50 Mbps) Noise-canceling headphones with a dedicated microphone Benefits Benefits are listed for Philippines-based agents only: Remote Work: Work from anywhere. Must be a citizen of the Philippines for this role. Job Security: Employed full-time by Givebutter via an EOR called Deel. Health Insurance: HMO medical insurance covered 100% for employees. Holiday Pay: We honor all PH labor laws regarding holiday pay, overtime, and shift differentials. Performance Bonuses: Eligible after 3 months of employment for meeting KPIs. PTO: 15 days PTO annually. Additional annual leaves: Bereavement: 5 days, Maternity: 105 days, Paternity: 30 days, Adoption: 60 days, Domestic Violence: 10 days. Charitable Giving: Monthly allowance up to $50 USD to any verified nonprofit on Givebutter. Love What You Do: Mission-driven company culture. More about Givebutter Benefits include remote work options, health coverage, dependent care, mental health resources, 401k matching, flexible PTO, wellness initiatives, parental leave, home office stipend, charitable giving, and professional development. Interview Process Below is a high-level outline of our standard interview process Recruiter Screen: A 30-minute conversation to learn more about your background, role expectations, values, and logistics. Hiring Manager Interview: Deeper dive into your experience, skills, and working style. Assessment (technical or non-technical): May involve live coding, case study, or take-home project. Values Interview: Conversation focused on alignment with our core values and leadership principles. References: We connect with a few colleagues to understand your working style and impact. Offer: If all goes well, we move to the offer stage. Please note, we will have an AI note-taking tool join most interviews. #J-18808-Ljbffr