Customer Support Specialist, Phone, Inbound

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Promptly and accurately respond to incoming user inquiries via phone.

• Utilize a screenshare tool as necessary while providing user support.

• Proactively assess user needs, guide them through essential features and workflows, and act as a trusted product expert — assisting premium users in discovering the best setup or solution for their campaigns.

• Troubleshoot issues by testing various scenarios, impersonating users, analyzing potential product defects, and submitting escalations when necessary.

• Gather and document user feedback, feature requests, and workarounds, sharing insights to enhance the product.

• Comply with company and departmental Standard Operating Procedures (SOPs).

• Undertake special projects and tasks as assigned by Support Leadership.

⛳️ Requirements

• Over 3 years of experience as a Phone Support Agent, with at least 2 years in technical or product-related support.

• Remote work experience is preferred but not mandatory.

• Skilled in making customers feel valued and comfortable through a warm, friendly tone and fostering casual, natural conversations.

• Capability to build trust with users by communicating confidently, demonstrating expertise, and showing the ability and willingness to resolve their concerns.

• Empathetic and able to understand the user’s issues, conveying compassion, especially when interacting with frustrated or upset users.

• Outstanding written and verbal communication skills in English.

• High adaptability and a positive attitude in a fast-paced environment.

• Experience with help desk software and remote tools (e.g., Intercom, Slack, Notion, Talkdesk, or similar applications).

• Agents must supply their own computer (minimum 8GB RAM).

• A second monitor is recommended but not required.

• Agents must ensure they have their own stable internet connection (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

• Remote Work: Operate from anywhere. Must be a citizen of the Philippines for this position.

• Job Security: Full-time employment with Givebutter through an EOR called Deel.

• Health Insurance: We provide HMO medical insurance fully covered for employees.

• Holiday Pay: Givebutter Support operates 24/7. We adhere to all PH labor laws concerning holiday pay, overtime, and shift differentials.

• Performance Bonuses: Available for meeting KPIs, eligible after 3 months of employment.

• PTO: 15 days of paid time off annually (prorated based on start date).

• Additional annual leave: Bereavement: 5 days, Maternity: 105 days, Paternity: 30 days, Adoption: 60 days, Domestic Violence: 10 days.

• Charitable Giving: Employees receive a monthly allowance of up to $50 USD to support any verified nonprofit of their choice on Givebutter.