Customer Support Phone Specialist - Inbound

4w4 weeks ago

Givebutter

PH · Full-time · PHP 1,100,000 – PHP 1,100,000

About this role

Givebutter is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. As a Phone Support Specialist, you will support the fundraising efforts of a large and diverse group of nonprofits, from small organizations to Fortune 500 companies.

Your primary responsibility will be responding to inquiries from current users via inbound phone calls. You will proactively identify user needs, guide them through key features and workflows, and serve as a trusted product specialist, helping premium users find the setup or solution that works best for their campaigns.

You will regularly encounter questions that don't have an obvious or documented answer, requiring strong problem-solving skills and sound judgment. 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.

This is a direct-hire, permanent position where you will be an employee of Givebutter via an EoR called Deel. 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.

Requirements

Positive attitude and attention to detail.
Ability to hear what a user is really asking—not just what they said—and respond with clarity and confidence.
Strong problem-solving skills and sound judgment.
Comfortable analyzing situations in real time and asking thoughtful follow-up questions.
Ability to work toward a solution even when the path forward isn't immediately clear.
Comfortable multitasking: researching, navigating tools, and communicating clearly all at once.
Takes ownership of the user experience during every call.

Responsibilities

Respond promptly and accurately to inbound user inquiries via phone.
Use a screenshare tool as needed while supporting users.
Proactively identify user needs and guide them through key features and workflows.
Serve as a trusted product specialist for premium users, helping them find the best setup or solution for their campaigns.
Troubleshoot issues by testing different scenarios, impersonating users, and analyzing potential product malfunctions.
Take ownership of the user experience during every call, ensuring the user leaves feeling confident about the solution.
Navigate conversations independently and confidently while multitasking: researching, navigating tools, and communicating clearly all at once.

Benefits

Certified as a Great Place to Work® every year since 2021.
Paid training schedule: Monday - Friday, 9AM - 6PM US Eastern time for 3 months (40 hours).
Flexible permanent schedule options: 8A-5P or 11A-8P Eastern time, with Thursday-Monday or Monday-Friday availability.
Direct-hire, permanent position with a supportive team and internal resources.