Customer Support Phone Specialist, Inbound only: Full-time

Phone Support Specialist

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 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: 7/6/26 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; Th - Mon (40 hours/week)
• 11A - 8P Eastern time; Th - Mon (40 hours/week)
• 11A - 8P Eastern time; Mon - Fr (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)
• 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.