Customer Support Chat Specialist (Tu - Th, 27 hours/week)

Company DescriptionGivebutter 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. 💛
Givebutter has been certified as a Great Place to Work® in 2021, 2022, 2023, and 2024, and is the #1 rated nonprofit software company on G2 across multiple categories.
Givebutter is looking for a Customer Support Specialist with a positive attitude, attention to detail, and the ability to anticipate the needs of our users. 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 responsibilities of this role will be responding to inquiries from current and prospective users and donors by chat and email. If the thought of waking up every day and getting to “help people help people” excites you, we look forward to hearing from you. 😄
Start date 1/6/25
Permanent schedule Tu - Thu, 11:30PM EST - 9:30AM ESTTentative deployment date 4/1/25
Training schedule M - F; 9A - 6P.3 months of paid training.

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

Requirements 📚

• 2+ years of experience working remotely in the tech industry
• 2+ years of experience as a Customer Support Specialist or similar CS role
• Experience handling multiple incoming chat requests simultaneously
• Access to a computer or laptop and reliable internet (2nd monitor recommended)
• Experience using help desk software and remote tools (i.e. Intercom, Slack, Notion)
• Excellent written and verbal communication skills in English
• Agents must provide their own computer and stable internet connection

BenefitsRemote Work: Work from home!Generous Bonus PlanHealthy and supportive work environmentHoliday Policy: Givebutter Support is open 24/7. If you work a US holiday, you will get your regular pay plus a day of vacation time to bank and use anytime in the next 12 months.Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you're doing and the company you work for.