Customer Support Chat Specialist

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. 

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. Our first response time for live chats is <2 minutes. Live chats account for 80% of your workload. CSAT is >96%, and 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, 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 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)

• →

  Respond to queries from users in a timely and accurate way via live chat and email

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  Follow up with unresponsive users and leads to ensure their questions are resolved

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  Proactively identify user needs and help customers implement specific features

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  Analyze product malfunctions (for example, by testing different scenarios or impersonating users) and report them

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  Gather user feedback, feature requests, and workarounds, and proactively suggest improvements

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  Be empathetic and a great problem-solver, even when handling multiple conversations at the same time

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 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!

• 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)