Customer Support Chat Specialist

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 <2 minutes. Live chats account for 80% of your workload. CSAT 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 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 because you genuinely invested in their concern and resolution.
You’ll have access to internal resources, documentation, and a supportive team - but you’ll be expected to navigate conversations independently and confidently. You should also be comfortable multitasking: researching, navigating tools, and communicating clearly all at once.
If you do your best work when you have time to research before responding, prefer to use a decision tree, or when conversations follow a predictable pattern, this isn't the role you're looking for.
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.
This is a direct-hire, permanent position. You will be an employee of Givebutter via an EoR called Deel.
Tentative Start date: 7/6/26
Pay rate: PHP 550/hour
Paid training schedule: Monday - Friday; 9AM - 6PM US Eastern time for 3 months (40 hours)
Five permanent positions available:

• 9A - 6P Eastern time; Wed - Sun (40 hours/week, 2 openings)

• 11A - 8P Eastern time; Tu - Sat (40 hours/week)

• 11A - 8P Eastern time; Sun - Th (40 hours/week)

• 3P - Midnight Eastern time; Th - Mon(40 hours/week)

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

• Agents must provide their own computer and stable internet connection (2nd monitor recommended)

Benefits - specific to Philippines agents only

• Remote Work: Work from anywhere. Must be a citizen of the Philippines for this role.

• Job Security: Employed full-time by Givebutter via an EOR called Deel.

• Health Insurance: We offer HMO medical insurance covered 100% for employees.

• Holiday Pay: Givebutter Chat Support is open 24/7. We honor all PH labor laws regarding holiday pay, overtime, and shift differentials.

• Performance Bonuses

• PTO: Generous annual PTO allowance.

• Additional annual leaves: Bereavement: 5 days, Maternity: 105 days, Paternity: 30 days, Adoption: 60 days, Domestic Violence: 10 days

• Charitable Giving: Employees are provided a monthly allowance of up to $50 USD/month to any verified nonprofit they wish to support on Givebutter.

• 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.
  Please note that the benefits and interview process listed below are specific to US Employees.

More about Givebutter

Benefits

• Remote Work: Work remotely from one of our 10 hubs (Austin, Denver, Indianapolis, Los Angeles, San Francisco, New York, Salt Lake City, Minneapolis, Seattle, and Nashville).

• Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees as well as HSA and FSA accounts.

• Dependent Care Coverage: We offer coverage for dependents, with 50% of Medical, Dental, and Vision premiums covered for all eligible dependents.

• Mental Health: Givebutter health insurance plans come with access to a TalkSpace membership.

• 401k: We offer a 3% 401k match for all eligible employee's.

• Vacation and Holidays: Givebutter offers a Flexible PTO policy with uncapped vacation days and company-recognized holidays.

• Wellness Week: Givebutter closes for one week each summer to prioritize rest and recharge for the entire team.

• Parental Leave: We offer 12 weeks of paid leave for all parents and comprehensive leave planning management through Aidora.

• Family Care Support: Access a company-paid UrbanSitter membership plus care credits to book trusted, background-checked caregivers for childcare, senior care, pet care, and household support when you need it most.

• Home Office Stipend: Upgrade your home office with company-sponsored expenses, including high-quality laptops, monitors, and modern technology.

• Coworking Stipend: Enjoy a monthly stipend that gives you the freedom to work from coworking spaces or cafés whenever you need connection, community, or a change of scenery.

• Charitable Giving: Employees are encouraged to donate up to $50/month to any verified nonprofit they wish to support on Givebutter.

• Professional Development: We offer learning and development reimbursement opportunities.

• 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.

Interview Process

Below is a high-level outline of our standard interview process

1. Recruiter Screen: A 30-minute conversation to learn more about your background, walk through the role, and ensure mutual alignment on expectations, values, and logistics.

2. Hiring Manager Interview: A deeper dive into your relevant experience, skillset, and working style. This is your first opportunity to connect directly with the person who may be your future manager.

3. Assessment (technical or non-technical): This stage will vary based on the role. It could involve a live coding session, case study, or take-home project. Some roles may include two parts to this stage to evaluate both practical skills and problem-solving approaches

4. Values Interview: A conversation with team members focused on how you align with our core values and leadership principles.

5. References: We connect with a few folks you’ve worked closely with to get a better picture of your working style and impact.

6. Offer: If all goes well, we’ll move to the offer stage!

Please note, we will have an AI note-taking tool join most of our interviews.

Hi potential new butterslice! A recent study from LinkedIn showed that most women apply to jobs only when they meet 100% of the requirements, whereas men will hit the apply button if they hit 60%. Givebutter is committed to building a diverse and inclusive team. So to the women and nonbinary folks out there feeling unsure if you're a perfect fit, we strongly encourage you to apply!