Customer Support Phone Specialist, Inbound only

About the Role: Givebutter is looking for a Phone Support Specialist with a positive attitude, attention to detail, and the ability to hear what a user is really asking. As a member of our Customer Support team, you will have the opportunity to support the fundraising efforts of a diverse group of NPOs. The primary responsibility of this role will be responding to inquiries from current users via inbound phone calls. This is a direct-hire, permanent position via our EoR Deel.

What You'll Do

• Respond promptly and accurately to inbound user inquiries via phone.
• Use a screenshare tool as needed while supporting users.
• Proactively identify user needs, guide them through key features and workflows, and serve as a trusted product specialist.
• Troubleshoot issues by testing different scenarios, impersonating users, analyzing potential product malfunctions, and submitting escalations as needed.
• Collect and document user feedback, feature requests, and workarounds to help improve the product.
• Adhere to company and department Standard Operating Procedures (SOPs).
• Take on special projects and tasks as assigned by Support Leadership.

What You Bring

• 3+ years of experience as a Phone Support Agent, including 2+ years in technical or product-related support.
• Talented at making customers feel comfortable and valued using a warm, friendly tone.
• Ability to establish trust with users by speaking confidently and showcasing expertise.
• Empathetic and able to show understanding of the user's issue and convey compassion.
• Excellent written and verbal communication skills in English.
• High adaptability and positive attitude in a dynamic environment.
• Experience using help desk software and remote tools (i.e., Intercom, Slack, Notion, Talkdesk).
• Technical Requirements: Provide your own computer (at least 8GB RAM) and stable wired internet (at least 50mbps). Noise-canceling headphones will be provided after 60 days.

Benefits (Philippines Agents Only)

• Pay rate: PHP 550/hour.
• Job Security: Employed full-time via EOR Deel.
• Health Insurance: HMO medical insurance covered 100% for employees.
• Holiday Pay: Honor all PH labor laws regarding holiday pay, overtime, and shift differentials.
• Performance Bonuses: Eligible after 3 months of employment.
• PTO: 15 days PTO annually (prorated), plus Bereavement, Maternity, Paternity, Adoption, and Domestic Violence leaves.
• Charitable Giving: Monthly allowance of up to $50 USD to support verified nonprofits on Givebutter.