Company Description

Givebutter is the #1 free fundraising platform. More than 35,000 good causes – from local youth groups to world-renowned charities – raise over $150 million annually using Givebutter’s modern donation forms, fundraising pages, and events.

Founded in 2016, Givebutter is bootstrapped, profitable, and growing quickly. The entire company is fully-remote, spanning 21 different states and five countries. Givebutter’s founders were recently featured on the Forbes 30 Under 30 Social Impact List for 2022.

Role Description

We are looking for a candidate with a positive attitude, attention to detail, and the ability to anticipate the needs of clients to join our team as a Customer Support Specialist. As one of the early members of our growing Customer Support team, you will have the opportunity to support the fundraising efforts of a large and diverse group of clients, ranging from small nonprofits to large educational institutions to Fortune 500 companies. If the thought of waking up every day and getting to “help people help people” excites you, you are encouraged to apply.

The day-to-day responsibilities of this role will include (1) responding to inquiries from current and prospective clients and donors by email, chat, and phone, (2) supporting our payout process and fraud prevention efforts, and (3) developing and implementing projects to enhance the Givebutter support team and customer experience (i.e. writing HelpCenter documentation, answering questions in webinars, finding ways to drive proactive support, looking for areas of opportunity to educate customers about the product, etc.) in partnership with your manager – we have an exciting opportunity to build a world-class customer support organization together! Ultimately, you will help maintain our reputation as a company that offers excellent customer support and service.

We are especially excited to hear from candidates who bring the following things to the table:

The ability to “play the tape all the way through” and anticipate what the customer will ask/need next
Positive attitude whether working independently or collaboratively
Excellent written and verbal communication skills
Previous customer support experience in a SAAS environment
Sense of ownership and a self-starter mindset
Previous experience in training, customer success, or account management

Responsibilities

Respond to queries from customers and prospects (leads) in a timely and accurate way, via phone, email or chat
Follow up with unresponsive customers and leads to ensure their questions are resolved
Proactively identify customer needs and help customers use specific features
Support (and grow) our payout, dispute resolution, and fraud processes
Analyze product malfunctions (for example, by testing different scenarios or impersonating users) and report them
Gather customer feedback, feature requests, and workarounds, and proactively suggest improvements
Update our internal and external documentation as new and improved product features are released
Qualify leads and efficiently connect prospective clients to the Success team for demos

Requirements

2+ years of experience working in the technology and/or nonprofit industries
2+ years of experience as a Customer Support Specialist or similar CS role
Experience using help desk software and remote support tools (i.e. Intercom, Zoom)
Understanding of how CRM systems work
Excellent communication and problem-solving skills

Benefits

Remote Work: Work from anywhere in the United States.
Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees.
Vacation and Holiday: 15 days paid vacation time to start plus additional days per year with the company. We also take off all 10+ Federal Holidays and provide 2 floating holidays.
Discretionary Budget: We provide elective reimbursements for home office expenses, charitable donations on Givebutter, and more.
Training and Development: Take part in department and company-wide training and development.
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.