Customer Support Phone Specialist

November 20

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Givebutter

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Non-profit • Software • Fintech

Givebutter is a leading software platform designed for nonprofits to streamline their fundraising, donor management, and marketing efforts. The platform offers a wide array of tools including donation forms, fundraising pages, events, auctions, and a built-in CRM to manage donors effectively. Known for its ease of use, Givebutter provides advanced features such as automation, analytics, and marketing tools to enhance productivity and engagement. It is rated as one of the top fundraising and donor management platforms, catering primarily to nonprofits seeking powerful and cost-effective solutions.

11 - 50 employees

🤝 Non-profit

💳 Fintech

💰 $7M Seed Round on 2022-06

📋 Description

• 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 • 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. • Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees as well as HSA and FSA accounts. • Dependent Care Coverage: We offer coverage for dependents, with 50% of Medical, Dental, and Vision premiums covered for all eligible dependents. • Mental Health: Givebutter health insurance plans come with access to a TalkSpace membership. • 401k: We offer a 3% 401k match for all eligible employee's. • Vacation and Holidays: Givebutter offers a Flexible PTO policy with uncapped vacation days and company-recognized holidays. • Wellness Week: Givebutter closes for one week each summer to prioritize rest and recharge for the entire team. • Parental Leave: We offer 12 weeks of paid leave for all parents and comprehensive leave planning management through Aidora. • Home Office Stipend: Upgrade your home office with company-sponsored expenses, including high-quality laptops, monitors, and modern technology. • Professional Development: We offer learning and development reimbursement opportunities.