Phone Support Specialist

About Givebutter

Givebutter is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. Our all-in-one platform allows nonprofits to manage fundraisers, events, donations, and donor relationships efficiently. We operate on a completely free model with a transparent tip-or-fee structure. Recognized as a Great Place to Work® since 2021 and a top-rated nonprofit software company on G2, our mission is to empower the changemaker in all of us, making giving and work fun.

Role Description

Givebutter is seeking a Phone Support Specialist with a positive attitude, keen attention to detail, and exceptional communication skills. You will be the primary point of contact for current users, responding to inquiries via inbound phone calls. This role is crucial for supporting a diverse range of nonprofits, from small organizations to large institutions. You'll need strong problem-solving abilities and sound judgment to navigate complex situations in real-time, asking thoughtful questions and working towards effective solutions. We value ownership of the user experience, encouraging you to think beyond surface-level questions and ensure users feel confident after each interaction. While resources and team support are available, independent and confident conversation management is expected. This role is dynamic and requires comfort with multitasking and adapting to evolving situations.

If you are energized by the prospect of "helping people help people" and thrive in a challenging, supportive environment, we encourage you to apply.

Key Responsibilities

• Respond promptly and accurately to inbound user inquiries via phone.
• Utilize a screenshare tool as needed to support users effectively.
• Proactively identify user needs, guide them through key features and workflows, and act as a trusted product specialist.
• Troubleshoot issues by testing scenarios, impersonating users, analyzing product performance, and submitting escalations when necessary.
• Collect and document user feedback, feature requests, and workarounds, sharing insights to improve the product.
• Adhere to company and department Standard Operating Procedures (SOPs).
• Undertake special projects and tasks as assigned by Support Leadership.

Requirements

• 3+ years of experience as a Phone Support Agent, with at least 2 years in technical or product-related support.
• Remote experience is preferred.
• Ability to make customers feel comfortable and valued through a warm, friendly, and natural conversational tone.
• Capability to establish trust by speaking confidently, demonstrating expertise, and showing a willingness to resolve concerns.
• Empathetic and compassionate communication style, especially with frustrated users.
• Excellent written and verbal communication skills in English.
• High adaptability and a positive attitude in a dynamic environment.
• Experience using help desk software and remote tools (e.g., Intercom, Slack, Notion, Talkdesk).
• Must provide own computer (minimum 8GB RAM).
• Stable internet connection required (preferably wired, at least 50mbps).

Benefits (Philippines Agents Only)

• Remote Work: Work from anywhere in the Philippines.
• Job Security: Full-time employment via an Employer of Record (EOR).
• Health Insurance: 100% covered HMO medical insurance for employees.
• Holiday Pay: Adherence to all PH labor laws regarding holiday pay, overtime, and shift differentials.
• Performance Bonuses: Eligible after 3 months for meeting KPIs.
• PTO: 15 days annually (prorated).
• Additional Leaves: Bereavement (5 days), Maternity (105 days), Paternity (30 days), Adoption (60 days), Domestic Violence (10 days).
• Charitable Giving: Monthly allowance of up to $50 USD to support a verified nonprofit on Givebutter.
• Mission-Driven Work: Feel good about contributing to the charitable sector.

Important Information

• Start Date: July 6, 2026
• Pay Rate: PHP 550/hour
• Paid Training: Monday - Friday; 9 AM - 6 PM US Eastern Time for 3 months (40 hours/week).
• Permanent Schedules (40 hours/week):
• 8 AM - 5 PM ET; Thursday - Monday
• 11 AM - 8 PM ET; Thursday - Monday
• 11 AM - 8 PM ET; Monday - Friday
• Note: Noise-canceling headphones with a dedicated microphone will be provided after 60 days of employment. A second monitor is recommended but not required.

This is a direct-hire, permanent position. You will be an employee of Givebutter via an EoR called Deel.