Customer Support Chat Specialist

About Givebutter: Givebutter is the premier, internationally recognized nonprofit fundraising pioneer, donor relationship management (CRM) innovator, and social commerce leader on an absolute mission to empower the changemaker in all of us. As a high-velocity digital marketplace operating via a 100% transparent tip-or-fee model, Givebutter power-routes streamlined event launches, donation forms, ticket blast frameworks, and donor tracking pipelines completely free of platform costs. Certified as a Great Place to Work® every single year since 2021 and recognized as the #1 rated nonprofit software company globally across multiple G2 categories, the platform unifies isolated administrative tools into a single, cohesive dashboard. Givebutter establishes an elite, mission-driven operational environment that unifies intense commercial impact with an ultra-engaging team culture, providing distributed craftsmen with the ultimate canvas to help people help people safely across international borders.

Position Overview

We are seeking a highly analytical, systems-minded Customer Support Chat Specialist to join our core global Customer Experience team in a full-time remote capacity restricted to citizens of the Philippines. Shifting completely away from rigid decision trees, predictable conversation patterns, or slow helpdesk response models, this permanent, direct-hire seat demands absolute ownership over the real-time digital user experience. You will claim individual configuration accountability for triaging live inquiries, with live chat channels accounting for a massive 80% of your daily production footprint under a high-standards metric layout (<2 minute first response time, >96% CSAT, and ≥98% IQS scores). This position requires a tech support veteran with 5+ years of live chat environment history who analyzes multi-layered product malfunctions fluidly, tests code scenarios through user impersonation in real time, and resolves undocumented product dilemmas with clarity and absolute confidence.

Key Responsibilities

• High-Volume Multi-Chat Triage: Respond to and resolve intensive incoming customer requests simultaneously, managing real-time chat queues and email lines with outstanding accuracy and speed.
• Omnichannel Help Desk Tracking: Administer, track, and update user profiles, integration faults, and account data parameters natively within modern customer helpdesk networks, explicitly leveraging **Zendesk** and Intercom software platforms.
• Product Malfunction Testing and Troubleshooting: Analyze and document core platform malfunctions independently, testing different user scenarios and executing profile impersonation rules to report bugs to software engineering cells.
• User Experience and Retention Ownership: Think beyond surface-level entries to understand what a user is really asking, ensuring nonprofits leave conversations completely confident in Givebutter’s features.
• Feedback Repositories Governance: Gather and synthesize qualitative client feedback, feature requests, and operational workarounds, compiling documentation natively using Customer Support methodologies inside tracking hubs like Notion.
• Proactive Feature Implementation Support: Identify unaddressed merchant needs dynamically during active chat streams, guiding non-profit administrators on how to launch features, configure forms, and execute email blasts.
• Unresponsive Lead Follow-Up: Manage structured outbound follow-up tracks with unresponsive users and emerging organization leads to check that their fundraising setup questions are fully resolved.
• Asynchronous Team Collaboration: Coordinate daily alongside a supportive remote team using Slack channels to stay perfectly aligned with a rapidly updating, cloud-native product line.

Required Skills & Qualifications

• 5+ years of verified professional history running advanced live chat customer support, technical application helpdesk operations, web support engineering, or digital CRM platform consulting within the technology sector.
• 2+ years of continuous history working productively within 100% remote work-from-home parameters, showcasing total comfort navigating conversations independently.
• Deep, authoritative understanding of customer success metrics, with a production-tested track record maintaining elevated CSAT or IQS scores under simultaneous chat loads.
• Proven capability leveraging cloud support systems, database documentation hubs, and team messengers natively utilizing **Zendesk**, Intercom, Slack, and Notion registries.
• Outstanding problem-solving logic, with a demonstrated ability to analyze ambiguous customer scenarios in real time and formulate custom, compliant solutions.
• Outstanding verbal and written communication traits in fluent English, with an absolute capacity to respond with crisp clarity and structural confidence on camera or via live text.
• Location Context and Work Requirements: Position open exclusively to citizens of the Philippines working remotely. Agents are strictly required to provide their own reliable computer workstation and a stable, high-throughput internet connection.

Preferred Strategic Indicators (Nice to Have)

• Prior commercial history operating inside a fin-tech platform, donation management framework, e-commerce transaction network, or software serving the global charitable sector.
• Practical experience navigating Employer of Record (EoR) administration lines, or tracking work parameters under systems like **Deel**.
• Readiness to operate flexibly across diverse shift schedules, including night or weekend configurations, to maintain Givebutter’s 24/7 support lines.
• An outcome-driven, high-spirited personal philosophy that views unscripted product questions not as operational friction, but as a chance to grow your domain expertise.

What We Offer

• Comprehensive Philippines Total Rewards Canvas: An attractive full-time baseline compensation rate of **£550 per hour**, supplemented immediately by performance-driven corporate bonuses and full structural job security via Deel.
• The exceptional professional canvas to directly direct, shape, and deploy the front-line technical support frameworks keeping Givebutter at the absolute cutting edge of the global nonprofit software market.
• Profound work-from-home remote parameters offering total location flexibility across the Philippines, complete scheduling trust, and zero physical geographic office commuting friction.
• Immediate eligibility to enroll in premier **100% company-covered HMO medical insurance** plans for the employee from day one.
• Full corporate compliance honoring all PH labor laws, delivering competitive shift differentials, overtime pay rules, and guaranteed statutory **Holiday Pay**.
• Access to elite annual rest calibration benefits, including a generous baseline PTO allowance, 5 days of paid bereavement leave, 105 days of paid maternity leave, 30 days of paid paternity leave, 60 days of adoption leave, and 10 days of domestic violence support leave.
• Enjoy an exclusive **Charitable Giving monthly allowance of up to $50 USD**, allowing you to donate directly to any verified nonprofit organization you wish to support on Givebutter.