[Hiring] Customer Support Chat Specialist @Givebutter

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:

• First response time for live chats is <2 minutes.
• Live chats account for 80% of your workload.
• CSAT is >96%.
• 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.
• 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)

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

Qualifications

• 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)

Requirements

• 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

Benefits

• 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.