Givebutter
nonprofit fundraising and CRM platform
CustomerSupportChatSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Chat Specialist at Givebutter. Skills: Customer Support Chat Specialist, responding to inquiries from current users via live chats and emails, problem-solving skills, sound judgment, confidence, multitasking, communicating clearly, ownership of the user experience. Responding to inquiries from current users via live chats and emails. Respond to queries from users in a timely and accurate way via live chat and email”
What You'll Achieve.
first response time for live chats is 96%; IQS scores must be 98% or above
Industry & Context.
problem-solving skills; sound judgment; confidence; comfortable analyzing situations in real time; asking thoughtful follow-up questions; working toward a solution even when the path forward isn’t immediately clear; takes ownership of the user experience; actively working through problems; thinking beyond the surface question; ensuring the user leaves the conversation feeling confident; genuinely invested in their concern and resolution; navigate conversations independently and confidently; comfortable multitasking; communicating clearly; empathetic; great problem-solver; handling multiple conversations at the same time
Must be a citizen of the Philippines for this role.
What They're Looking For.
Must Have
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, Excellent written and verbal communication skills in English, Agents must provide their own computer and stable internet connection
Nice to Have
2nd monitor recommended
What You'll Do.
Responding to inquiries from current users via live chats and emails
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
and proactively suggest improvements
How You'll Work.
Team & Collaboration
You’ll have access to internal resources, documentation, and a supportive team
Communication Scope
Excellent written and verbal communication skills in English
Full Job Description
COMPANY DESCRIPTION Givebutter is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. Nonprofits use Givebutter to replace multiple tools so they can launch fundraisers and events, use donation forms and donor management (CRM), send emails and text blasts—all in one place. Use of the Givebutter platform is completely free with a 100% transparent tip-or-fee model. Givebutter has been certified as a Great Place to Work® every year since 2021, and is the #1 rated nonprofit software company on G2 across multiple categories. Our mission is to empower the changemaker in all of us. We believe giving should be fun, so you’ll want to do it again, and we also believe that work should be fun, so that you’ll have the greatest impact. We are excited to hear from talented people who want to work with other talented people in making the world a butter place—and have fun along the way. ROLE DESCRIPTION Givebutter is looking for a Chat/Email Support Specialist with a positive attitude, attention to detail, and the ability to understand what a user is really asking - not just what they typed - and respond with clarity and confidence. As a member of our Customer Support team, you will have the opportunity to support the fundraising efforts of a large and diverse group of NPOs, ranging from small nonprofits to large educational institutions to Fortune 500 companies. The primary responsibility of this role will be responding to inquiries from current users via live chats and emails. We are an industry leader in the support space with high expectations. Our first response time for live chats is 96%, and IQS scores must be 98% or above. This role requires strong problem-solving skills, sound judgment, and confidence, even with a rapidly changing product. You will regularly encounter questions that don’t have an obvious or documented answer. Successful candidates are comfortable analyzing situations in real t
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