Customer Support Chat Specialist

Chat/Email Support Specialist

Company Description

Givebutter is the leading nonprofit fundraising and CRM platform, enabling millions of changemakers to raise more, pay less, and give better. Our integrated platform allows nonprofits to manage fundraisers, events, donations, donor management (CRM), email, and text messaging all in one place. Givebutter's platform is free to use, operating on a transparent tip-or-fee model. Certified as a Great Place to Work® since 2021 and highly rated on G2, our mission is to empower the "changemaker in all of us" by making giving fun and impactful, and ensuring work is also enjoyable.

Role Description

We are looking for a Chat/Email Support Specialist with a positive attitude, attention to detail, and the ability to deeply understand user inquiries to respond with clarity and confidence. As part of our Customer Support team, you will support a diverse range of nonprofits, from small organizations to large institutions. Your primary responsibility will be responding to current users via live chat and email, maintaining our industry-leading standards of <2 minutes first response time for live chats (80% of workload), >96% CSAT, and 98%+ IQS scores.

This role demands strong problem-solving skills, sound judgment, and confidence, especially with a rapidly evolving product. You will frequently encounter unique challenges requiring real-time analysis, thoughtful questioning, and solution-oriented approaches. We seek individuals who take ownership of the user experience, proactively address issues, and ensure users feel confident in the resolutions provided.

While internal resources and a supportive team are available, you will be expected to navigate conversations independently. Comfort with multitasking—researching, using tools, and communicating clearly simultaneously—is essential. This role is not suited for those who prefer predictable patterns or decision trees.

If the idea of "helping people help people" excites you, we encourage you to apply. This is a direct-hire, permanent position employed via an Employer of Record (EoR), Deel.

Tentative Start Date: 7/6/26

Pay Rate: PHP 550/hour

Paid Training Schedule: Monday - Friday; 9 AM - 6 PM US Eastern Time for 3 months (40 hours/week)

Five permanent positions available with varying shifts:

• 9 AM - 6 PM Eastern Time; Wed - Sun (40 hours/week, 2 openings)
• 11 AM - 8 PM Eastern Time; Tu - Sat (40 hours/week)
• 11 AM - 8 PM Eastern Time; Sun - Th (40 hours/week)
• 3 PM - Midnight Eastern Time; Th - Mon (40 hours/week)

Responsibilities

• Respond to user queries promptly and accurately via live chat and email.
• Follow up with users and leads to ensure resolution of their inquiries.
• Proactively identify user needs and assist customers in implementing specific features.
• Analyze product issues (e.g., by testing scenarios) and report them.
• Gather user feedback, feature requests, and workarounds, suggesting improvements.
• Demonstrate empathy and strong problem-solving skills, even when managing multiple conversations concurrently.

Requirements

• 5+ years of experience as a Live Chat Support Specialist in the tech industry.
• 2+ years of remote work experience.
• Experience handling multiple incoming chat requests simultaneously.
• High adaptability and a positive attitude in a dynamic environment.
• Experience using help desk software and remote tools (e.g., Intercom, Slack, Notion).
• Excellent written and verbal communication skills in English.
• Must provide own computer and stable internet connection (a second monitor is recommended).

Benefits (Specific to Philippines Agents)

• Remote Work: Work from anywhere (must be a citizen of the Philippines for this role).
• Job Security: Full-time employment via an EOR (Deel).
• Health Insurance: HMO medical insurance covered 100% for employees.
• Holiday Pay: Adherence to all PH labor laws regarding holiday pay, overtime, and shift differentials.
• Performance Bonuses
• PTO: Generous annual PTO allowance.
• Additional Leaves: Bereavement (5 days), Maternity (105 days), Paternity (30 days), Adoption (60 days), Domestic Violence (10 days).
• Charitable Giving: Monthly allowance ($50 USD/month) to any verified nonprofit supported on Givebutter.
• Love What You Do: Be part of a mission-driven company serving the charitable sector.

More About Givebutter (US Employee Benefits)

• Remote Work: Work remotely from one of our 10 hubs (Austin, Denver, Indianapolis, Los Angeles, San Francisco, New York, Salt Lake City, Minneapolis, Seattle, and Nashville).
• Health Insurance: 100% employee coverage for Medical, Dental, and Vision; HSA and FSA accounts available.
• Dependent Care Coverage: 50% premium coverage for eligible dependents.
• Mental Health: Access to a TalkSpace membership included with health plans.
• 401k: 3% company match for eligible employees.
• Vacation and Holidays: Flexible PTO policy with uncapped vacation days and company holidays.
• Wellness Week: Company-wide closure for one week each summer for rest and recharge.
• Parental Leave: 12 weeks paid leave for all parents, with leave planning management support.
• Family Care Support: Company-paid UrbanSitter membership and care credits.
• Home Office Stipend: For laptops, monitors, and technology upgrades.
• Coworking Stipend: Monthly stipend for working from coworking spaces or cafés.
• Charitable Giving: Employees can donate up to $50/month to any verified nonprofit on Givebutter.
• Professional Development: Reimbursement opportunities for learning and development.
• Love What You Do: Mission-driven company serving the charitable sector.

Interview Process

1. Recruiter Screen: 30-minute conversation on background, role alignment, expectations, and logistics.
2. Hiring Manager Interview: In-depth discussion on relevant experience, skillset, and working style.
3. Assessment: Technical or non-technical evaluation (e.g., live coding, case study, take-home project).
4. Values Interview: Conversation with team members focusing on alignment with core values.
5. References: Verification of work style and impact through professional references.
6. Offer: Conditional on successful completion of all stages.

An AI note-taking tool will be present during most interviews.

We encourage women and nonbinary individuals who may not meet 100% of requirements to apply, as we are committed to building a diverse and inclusive team.