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.

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

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.

Customer Support Phone Specialist, Inbound Only

Key skills