Givebutter

Customer Support Phone Specialist, Inbound Only

Givebutter

full-time

Posted on:

Location Type: Remote

Location: Philippines

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 ₱550 per hour

About the role

  • 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)
  • 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 30 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportproduct supporttroubleshootinguser feedback collectionfeature request documentation
Soft Skills
customer serviceempathycommunicationadaptabilitytrust-building