Customer Support Phone Specialist, Inbound only: Full-time

Customer Support Phone Specialist (Remote, Philippines)

Givebutter is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. We are a Great Place to Work® certified company committed to making the world a "butter" place, and we believe work should be fun and impactful.

About the Role

We are seeking a dedicated and positive Customer Support Phone Specialist to join our growing team. In this remote role, you will be the first point of contact for our users, providing exceptional support via inbound phone calls. You will play a crucial role in helping nonprofits of all sizes achieve their fundraising goals by assisting them with our platform. This position requires strong problem-solving skills, excellent communication, and the ability to think critically and adapt in real-time.

Key Responsibilities

• Respond promptly and accurately to inbound user inquiries via phone.
• Utilize screen-sharing tools to assist users effectively.
• Proactively identify user needs, guide them through platform features and workflows, and act as a trusted product specialist.
• Troubleshoot issues by testing scenarios, analyzing potential malfunctions, and escalating when necessary.
• Collect and document user feedback, feature requests, and workarounds to contribute to product improvement.
• Adhere to company and department Standard Operating Procedures.
• Undertake special projects and tasks as assigned by Support Leadership.

Requirements

• 3+ years of experience as a Phone Support Agent, with at least 2 years in technical or product-related support.
• Excellent verbal and written communication skills in English.
• A warm, friendly, and empathetic tone to make customers feel comfortable and valued.
• Ability to build trust through confident communication and a demonstrated willingness to resolve concerns.
• High adaptability and a positive attitude in a dynamic environment.
• Experience using help desk software and remote collaboration tools (e.g., Intercom, Slack, Notion, Talkdesk).
• Must be a citizen of the Philippines.
• Must provide your own computer with at least 8GB RAM.
• Must provide your own stable internet connection (preferably wired and at least 50mbps).

What We Offer

• Competitive Compensation: PHP 550 per hour.
• Remote Work: Work from anywhere within the Philippines.
• Job Security: Full-time, permanent position employed directly by Givebutter via Deel (Employer of Record).
• Health Insurance: Comprehensive HMO medical insurance covered 100% for employees.
• Holiday Pay: Adherence to all Philippine labor laws regarding holiday pay, overtime, and shift differentials.
• Performance Bonuses: Eligibility for bonuses based on meeting Key Performance Indicators (KPIs) after 3 months of employment.
• Paid Time Off: 15 days of annual PTO (prorated based on start date).
• Additional 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 on the nonprofit sector.
• Provided Equipment: Noise-canceling headphones with a dedicated microphone will be provided after the first 60 days of training.

Work Schedule Options (Eastern Time)

• 8 AM - 5 PM; Thursday - Monday (40 hours/week)
• 11 AM - 8 PM; Thursday - Monday (40 hours/week)
• 11 AM - 8 PM; Monday - Friday (40 hours/week)

Paid Training

• Monday - Friday; 9 AM - 6 PM US Eastern time for 3 months (40 hours/week).