Customer Support Specialist, Phone, Inbound Only

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

📋 Description

• Respond to incoming user inquiries via phone in a timely and accurate manner.

• Utilize a screenshare tool as necessary while assisting users.

• Anticipate user needs, guide them through essential features and workflows, and act as a reliable product expert — aiding premium users in discovering the optimal setup or solution for their campaigns.

• Resolve issues by testing various scenarios, impersonating users, analyzing potential product failures, and submitting escalations when required.

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

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

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

⛳️ Requirements

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

• Remote work experience is preferred but not mandatory.

• Skilled in making customers feel appreciated and comfortable by employing a warm, friendly tone and fostering casual, natural conversations.

• Capable of building trust with users by communicating confidently, showcasing expertise, and demonstrating a commitment to resolving their concerns.

• Empathetic and able to demonstrate understanding of the user's issue, conveying compassion, particularly when addressing frustrated or upset users.

• Excellent written and verbal communication skills in English.

• Highly adaptable with a positive mindset in a fast-paced environment.

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

• Agents are required to provide their own computer (minimum 8GB RAM).

• A second monitor is recommended but not mandatory.

• Agents must have their own reliable internet connection (preferably wired and at least 50mbps).

• Noise-canceling headphones with a dedicated microphone will be supplied by Givebutter after the completion of the first 60 days of training.

🏝️ Benefits

• Remote Work: Enjoy the flexibility to work from anywhere. Applicants must be citizens of the Philippines for this position.

• Job Security: Full-time employment with Givebutter through an Employer of Record (EOR) named Deel.

• Health Insurance: Comprehensive HMO medical insurance provided at no cost to employees.

• Holiday Pay: Givebutter Support operates 24/7, and we adhere to all Philippine labor laws regarding holiday pay, overtime, and shift differentials.

• Performance Bonuses: Incentives for meeting KPIs, available after 3 months of employment.

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

• Additional annual leaves include: 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 on Givebutter.

• Love What You Do: Join a mission-driven company dedicated to serving the charitable sector, and take pride in the work you do and the organization you are part of.