Job Overview
Location
Remote, Philippines
Job Type
Full-time
Category
Customer Support
Date Posted
May 19, 2026
Full Job Description
đź“‹ Description
- • Respond to user inquiries in real-time via live chat (80% of workload) and email with clarity, accuracy, and speed, maintaining a first response time under 2 minutes.
- • Actively manage multiple concurrent chat conversations while ensuring each user receives personalized, empathetic, and solutions-oriented support.
- • Analyze and troubleshoot product malfunctions by testing scenarios, impersonating user actions, and identifying root causes for escalation and resolution.
- • Follow up with unresponsive users and leads to ensure complete resolution of their issues and prevent ticket abandonment.
- • Proactively identify unspoken user needs beyond surface-level questions, using judgment and critical thinking to deliver solutions even when documentation is incomplete or absent.
- • Gather and synthesize user feedback, feature requests, and common workarounds to inform product improvement initiatives.
- • Maintain a CSAT score above 96% and IQS score of 98% or higher through consistent, high-quality interactions and adherence to support protocols.
- • Navigate a rapidly evolving product environment with agility, adjusting responses dynamically as features and workflows change.
- • Use help desk software (e.g., Intercom), internal documentation, and collaboration tools (e.g., Slack, Notion) to research, track, and resolve complex support cases independently.
- • Demonstrate ownership of each user interaction by ensuring customers leave conversations feeling confident, heard, and supported—not just answered.
- • Work full-time schedules aligned with US Eastern Time, including rotating shifts such as 9AM–6PM Wed–Sun, 11AM–8PM Tue–Sat, 11AM–8PM Sun–Th, 3PM–Midnight Mon–Fri, or 3PM–Midnight Thu–Mon.
- • Participate in 3 months of paid training Monday–Friday, 9AM–6PM US Eastern Time, to develop product expertise and support workflows.
- • Contribute to a mission-driven culture by directly supporting nonprofits, educational institutions, and Fortune 500 organizations in their fundraising efforts.
- • Maintain a reliable, personal computer and stable internet connection; a second monitor is recommended to optimize multitasking efficiency.
- • Uphold the company’s commitment to exceptional service by embracing ambiguity, asking thoughtful follow-up questions, and avoiding scripted or predictable responses.
🎯 Requirements
- • 5+ years of experience as a Live Chat Support Specialist in the tech industry
- • 2+ years of remote work experience
- • Experience handling multiple incoming chat requests simultaneously
- • High adaptability and positive attitude in a dynamic, fast-paced environment
- • Experience using help desk software and remote tools (e.g., Intercom, Slack, Notion)
- • Excellent written and verbal communication skills in English
🏖️ Benefits
- • Remote Work: Work from anywhere as a Philippines citizen, employed full-time via Deel (EOR)
- • Health Insurance: 100% covered HMO medical insurance for employees
- • Holiday Pay: Compliance with all Philippine labor laws including holiday pay, overtime, and shift differentials
- • PTO: Generous annual paid time off allowance
- • Additional Annual Leaves: 105 days maternity, 30 days paternity, 60 days adoption, 5 days bereavement, 10 days domestic violence leave
- • Charitable Giving: Monthly $50 USD allowance to support any verified nonprofit on Givebutter
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Givebutter Inc.
Givebutter Inc. operates a cloud fundraising platform for nonprofits, schools, and community groups, combining online donation forms, peer-to-peer campaigns, ticketing, and CRM tools. It offers transparent pricing through optional donor tips, native livestreaming, text-to-give, and integrations with Stripe and QuickBooks. Organizations use it to collect recurring gifts, sell event tickets, and manage donor data from one dashboard, while donors can track impact via social feeds and real-time progress bars. Founded in 2016 and headquartered in Washington, D.C., the venture-backed company serves thousands of U.S. charities and has processed over $1 billion in donations.
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