Chat/Email Support Specialist

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 chat and email. We are an industry leader in the support space with high expectations. Live chat accounts for approximately 80% of your workload, with a first response time of under 2 minutes. Our CSAT is above 96%, and IQS scores are expected to be 98% or higher.

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 time, asking thoughtful follow-up questions, and working toward a solution even when the path forward isn't immediately clear.

We're looking for someone who takes ownership of the user experience during every chat and email. This means actively working through problems, thinking beyond the surface question, and ensuring the user leaves the conversation feeling confident about the solution. You'll have access to internal resources, documentation, and a supportive team, but you'll also be expected to navigate conversations independently and confidently. You should be comfortable multitasking across research, internal tools, and customer conversations at the same time.

If you do your best work when you have time to research before responding, prefer to use a decision tree, or prefer conversations that follow a predictable pattern, this may not be the role for you.

If the thought of waking up every day and getting to 'help people help people' excites you, then we look forward to hearing from you. 😀

Responsibilities

• 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
• Gather user feedback, feature requests, and workarounds, and proactively suggest improvements
• Be empathetic and a great problem-solver, even when handling multiple conversations at the same time

Requirements

• 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
• Experience using help desk software and remote tools (i.e. Intercom, Slack, Notion)
• Excellent written and verbal communication skills in English