Customer Support Chat Specialist

Customer Support Chat Specialist

Company: Givebutter Location: Remote (Philippines) Contract: Permanent Salary: PHP 550/hour

About Givebutter

Givebutter is the leading nonprofit fundraising and CRM platform, dedicated to empowering changemakers. We provide a comprehensive, free-to-use platform that helps nonprofits streamline their fundraising efforts, from events and donation forms to donor management and communications. Givebutter is consistently recognized as a Great Place to Work® and is a top-rated nonprofit software company on G2. Our mission is to "empower the changemaker in all of us," making giving fun and impactful, and ensuring that work is also enjoyable.

About the Role

Givebutter is seeking a motivated and detail-oriented Customer Support Chat Specialist to join our dynamic team. In this role, you will be instrumental in supporting a diverse range of nonprofits by responding to user inquiries via live chat and email. You will be part of an industry-leading support team known for its high standards, including a sub-2-minute first response time for live chats and a Customer Satisfaction (CSAT) score above 96%. This position requires strong problem-solving abilities, sound judgment, and the confidence to navigate a rapidly evolving product. You will be expected to analyze situations in real-time, ask clarifying questions, and drive towards solutions even when the path isn't immediately obvious.

Key Responsibilities

• Respond to user inquiries promptly and accurately via live chat and email.
• Follow up with users to ensure their questions are fully resolved.
• Proactively identify user needs and assist customers in utilizing specific platform features.
• Analyze and report product issues by testing different scenarios.
• Gather user feedback and feature requests to suggest product improvements.
• Demonstrate empathy and strong problem-solving skills, even while managing multiple conversations simultaneously.

Requirements

• 5+ years of experience as a Live Chat Support Specialist in the tech industry.
• 2+ years of remote work experience.
• Proven ability to handle multiple incoming chat requests concurrently.
• High adaptability and a positive attitude in a fast-paced environment.
• Experience with help desk software and remote collaboration tools (e.g., Intercom, Slack, Notion).
• Excellent written and verbal communication skills in English.
• Must be a citizen of the Philippines.
• Must provide your own computer and a stable internet connection (a second monitor is recommended).

What We Offer (Philippines Agents)

• Remote Work: Work from anywhere within the Philippines.
• Job Security: Full-time employment with Givebutter via an Employer of Record (EOR), Deel.
• Health Insurance: 100% employer-covered HMO medical insurance.
• Holiday Pay: Adherence to all Philippine labor laws regarding holiday pay, overtime, and shift differentials.
• Performance Bonuses.
• Generous Paid Time Off (PTO).
• Additional Annual Leaves: Bereavement (5 days), Maternity (105 days), Paternity (30 days), Adoption (60 days), Domestic Violence (10 days).
• Charitable Giving: Monthly allowance of up to $50 USD to donate to any verified nonprofit on Givebutter.
• Mission-Driven Work: Be part of a company that makes a positive impact in the charitable sector.

Work Schedule

• Paid training: Monday - Friday, 9 AM - 6 PM US Eastern Time for 3 months (40 hours/week).
• Permanent positions available with varying shifts, all in US Eastern Time:
  • Wednesday - Sunday, 9 AM - 6 PM (2 openings)
  • Tuesday - Saturday, 11 AM - 8 PM
  • Sunday - Thursday, 11 AM - 8 PM
  • Thursday - Monday, 3 PM - Midnight