[Remote] Customer Support Phone Specialist: Various Shifts, Full time at Givebutter

Philippines

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Nonprofit, SaaS, TechnologyIndustries

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)
Agents must provide their own computer (at least

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

Skills

Key technologies and capabilities for this role

Phone SupportCustomer ServiceProblem SolvingCRMNonprofit Fundraising

Questions & Answers

Common questions about this position

What is the pay rate for this Customer Support Phone Specialist role?

The pay rate is PHP 550 per hour.

Is this position remote, and what are the work hours?

Yes, this is a fully remote position. Paid training is Monday-Friday 9AM-6PM US Eastern time for 3 months (40 hours), and permanent schedules are 40-hour shifts over 5 days with 9-hour days including a 1-hour unpaid meal break.

What skills are required for the Phone Support Specialist role?

Key skills include a positive attitude, attention to detail, ability to anticipate user needs, comfort speaking with users over the phone, problem-solving, and guiding users through features and troubleshooting.

What is the company culture like at Givebutter?

Givebutter emphasizes a fun work environment, having been certified as a Great Place to Work® for multiple years, and believes work should be fun to maximize impact while empowering changemakers.

What makes a strong candidate for this role?

Strong candidates have a positive attitude, attention to detail, enjoy phone interactions, problem-solving on the spot, building relationships, and are excited about helping nonprofits through user support.

Givebutter

Fundraising platform for nonprofits and schools

About Givebutter

Givebutter provides a platform for nonprofits, schools, and other organizations to raise funds through various methods. The platform includes tools for managing events, ticketing, and livestreaming, as well as features for tracking donations and setting up recurring donation plans. It supports both in-person and online fundraising, making it adaptable for different campaign needs. Unlike many competitors, Givebutter allows organizations to use its services for free, generating revenue through transaction fees and optional tips from donors. Additionally, it offers integrations with other applications to improve the fundraising experience.

Washington, District of ColumbiaHeadquarters

2016Year Founded

$6.8MTotal Funding

SEEDCompany Stage

Consumer Software, Social Impact, EntertainmentIndustries

51-200Employees

Benefits

Health Insurance

Mental Health Support

Remote Work Options

401(k) Company Match

Unlimited Paid Time Off

Parental Leave

Home Office Stipend

Professional Development Budget

Charitable Giving

Risks

Emerging competitors like Funraise and Donorbox could capture market share.

Cryptocurrency donations' popularity challenges platforms not fully supporting them.

Economic downturns may reduce transaction volumes, impacting Givebutter's revenue.

Differentiation

Givebutter offers a unique DAF donate button, first in the market.

The platform supports both in-person and digital fundraising, enhancing versatility.

Givebutter integrates with third-party apps, streamlining the fundraising process.

Upsides

Increased digital wallet adoption enhances donor convenience and donation volumes.

Virtual and hybrid events create new opportunities for engaging online donors.

AI-driven analytics help organizations optimize donor campaigns effectively.

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