Support Ops Lead

2 days ago

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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

• Become the resident expert across our entire support tech stack including Intercom/Fin AI, Five9, Bland, Assembled, Zapier, Forest Admin, and internal AI tools • Design, implement, and maintain efficient workflows and automations (e.g., routing, escalation, and self-service deflection) within and between platforms, optimizing for team efficiency • Own day-to-day troubleshooting and Tier 3 technical issue resolution for the Support team (e.g., bug reporting, data inconsistencies, and integration failures). • Conduct deep-dive assessments of each tool to identify and implement optimization opportunities that improve team efficiency • Create and maintain clear, accessible documentation for tool usage, workflows, and troubleshooting guides • Build, maintain, and monitor complex integrations (via Zapier/APIs) between Intercom, Forest Admin, and other internal databases to ensure real-time data synchronization and integrity. • Be a patient teacher, not just a fixer—empower the team to solve problems themselves by explaining things in ways that make sense to non-technical people • Serve as the primary technical liaison between Support, Engineering, and Product to define requirements, scope technical fixes, and advocate for tooling improvements. • Support the team throughout their day by removing technical roadblocks and enabling them to focus on helping customers

🎯 Requirements

• 4+ years of experience with customer support software platforms (Intercom, Zendesk, Freshdesk, or similar) • Hands-on experience with automation and integration tools (Zapier, Make, or similar) • Proven, hands-on experience building custom integrations and working with JSON payloads, Webhooks, and REST APIs (especially within the context of Zapier/Intercom/Slack). • Direct administrative experience with a workforce management system (like Assembled or Tymeshift) and/or enterprise VoIP/phone systems (like Five9, Bland.ai, or Aircall). • Direct experience administering and optimizing a back-office/internal tooling platform (e.g., Forest Admin, Retool, or custom-built internal apps). • Experience in SaaS customer support environments and understanding what makes agents' lives easier or harder • Strong problem-solving skills and ability to manage/prioritize competing demands • Excellent communication skills—can explain technical concepts to non-technical audiences without making anyone feel stupid.

🏖️ 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: 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: 25 days PTO annually, plus US Holidays as paid days off • 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.