Customer Support Phone Specialist, Inbound only: Full-time at Givebutter

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 Phone Support Specialist with a positive attitude, attention to detail, and the ability to hear what a user is really asking - not just what they said - 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 inbound phone calls. This role requires strong problem-solving skills and sound judgment. 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 call. This means actively working through problems, thinking beyond the surface question, and ensuring the user leaves the conversation feeling confident about the solution. 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. Start date: 5/18/26 Pay rate: PHP 550/hour Paid training schedule: Monday - Friday; 9AM - 6PM US Eastern time for 3 months (40 hours) Three permanent schedules available: - 8A - 5P Eastern time; Sat - Wed (40 hours/week) - 11A - 8P Eastern time; Th - Mon (40 hours/week) - 4P - 1A Eastern time; Mon - Fri (40 hours/week) Responsibilities 💻 - 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 — helping premium users find the setup or solution that works best for their campaigns. - 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, and share insights 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. Requirements 📚 - 3+ years of experience as a Phone Support Agent, including 2+ years in technical or product-related support - Remote experience preferred, but not required - Talented at making customers feel comfortable and valued by using a warm, friendly tone and encouraging casual, natural conversation - Ability to establish trust with users by speaking confidently, showcasing expertise, and demonstrating the ability and willingness to resolve their concerns - Empathetic and able to show understanding of the user’s issue and convey compassion, especially when dealing with frustrated or upset users - 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, or similar apps)  - Excellent written and verbal communication skills in English - Agents must provide their own computer (at least 8GB RAM) - A second monitor is recommended but not required - Agents must provide their own stable internet (preferably wired and at least 50mbps) - Noise-canceling headphones with a dedicated microphone will be provided by Givebutter once an agent completes their first 60 days of training 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 Support is open 24/7. We honor all PH labor laws regarding holiday pay, overtime, and shift differentials. - Performance Bonuses: for meeting KPIs, eligible after 3 months of employment - PTO: 15 days PTO annually (prorated per start date) - 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 U.S. employees. MORE ABOUT GIVEBUTTER Benefits [Upgrade to PRO to see link] - 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 [Upgrade to PRO to see link] 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!