Customer Support Specialist, Phone, Inbound Only
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Job Description
Phone Support Specialist at Givebutter engaging with users through inbound calls, assisting with fundraising efforts and inquiries. Troubleshooting issues, gathering feedback, and guiding users through platform features.
Responsibilities:
- Respond promptly and accurately to inbound user inquiries via phone.
- Use a screenshare tool as needed while supporting users.
- Proactively identify user needs, guide them through key features and workflows, and serve as a trusted product specialist — helping premium users find the setup or solution that works best for their campaigns.
- 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, including 2+ years in technical or product-related support
- Remote experience preferred, but not required
- Talented at making customers feel comfortable and valued by using a warm, friendly tone and encouraging casual, natural conversation
- Ability to establish trust with users by speaking confidently, showcasing expertise, and demonstrating the ability and willingness to resolve their concerns
- Empathetic and able to show understanding of the user’s issue and convey compassion, especially when dealing with frustrated or upset users
- 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 (i.e. Intercom, Slack, Notion, Talkdesk, or similar apps)
- 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 (preferably wired and at least 50mbps)
- Noise-canceling headphones with a dedicated microphone will be provided by Givebutter once an agent completes their first 60 days of training.
Benefits:
- 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: We offer HMO medical insurance covered 100% for employees.
- Holiday Pay: Givebutter Support is open 24/7. We honor all PH labor laws regarding holiday pay, overtime, and shift differentials.
- Performance Bonuses: for meeting KPIs, eligible after 3 months of employment
- PTO: 15 days PTO annually (prorated per start date)
- Additional annual leaves: Bereavement: 5 days, Maternity: 105 days, Paternity: 30 days, Adoption: 60 days, Domestic Violence: 10 days
- Charitable Giving: Employees are provided a monthly allowance of up to $50 USD/month to any verified nonprofit they wish to support on Givebutter.
- Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you're doing and the company you work for.
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