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Customer Support Specialist
GivebutterChat/Email Support Specialist at Givebutter providing support to nonprofit organizations via live chat and email. Ensuring user satisfaction through effective problem-solving and timely communication.
About the role
Key responsibilities & impact- Respond to queries from users in a timely and accurate way via live chat and email
- Follow up with unresponsive users and leads to ensure their questions are resolved
- Proactively identify user needs and help customers implement specific features
- Analyze product malfunctions (for example, by testing different scenarios or impersonating users) and report them
- Gather user feedback, feature requests, and workarounds, and proactively suggest improvements
- Be empathetic and a great problem-solver, even when handling multiple conversations at the same time
Requirements
What you’ll need- 5+ years of experience as a Live Chat Support Specialist in the tech industry
- 2+ years of remote experience
- Experience handling multiple incoming chat requests simultaneously
- High adaptability and positive attitude in a dynamic environment
- Experience using help desk software and remote tools (i.e. Intercom, Slack, Notion)
- Excellent written and verbal communication skills in English
- Agents must provide their own computer and stable internet connection (2nd monitor recommended).
Benefits
Comp & perks- 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 Chat Support is open 24/7. We honor all PH labor laws regarding holiday pay, overtime, and shift differentials.
- Performance Bonuses
- PTO: Generous annual PTO allowance.
- 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
live chat supportuser feedback analysisproblem-solvingfeature implementationproduct malfunction analysis
Soft Skills
empathyadaptabilitypositive attitudecommunicationmultitasking