Customer Support Chat Specialist (Tu - Th, 27 hours/week)

As a Customer Support Chat Specialist at Givebutter, you will be responsible for responding to user queries via live chat and email, proactively identifying user needs, and guiding customers through the various features of our platform. You'll also follow up with leads and users to ensure their questions are resolved, analyze any product malfunctions, gather feedback, and suggest improvements. Your role is integral in helping nonprofits effectively use our services.

To qualify as a Customer Support Chat Specialist at Givebutter, you should have at least two years of experience in a customer support role, preferably within the tech industry. Experience handling multiple chat requests simultaneously is essential. Strong oral and written English communication skills, familiarity with help desk software such as Intercom and Slack, and a reliable computer setup, including a good internet connection, are also crucial for success.

Yes, the Customer Support Chat Specialist position at Givebutter is entirely remote, allowing you to work from the comfort of your home in the Philippines. You'll have the flexibility to manage your work-life balance while contributing to an exciting mission!

The training for the Customer Support Chat Specialist role at Givebutter lasts three months and is conducted from Monday to Friday, 9 AM to 6 PM. During this paid training period, you'll learn how to operate our platform effectively and acquire the necessary skills to assist our users in the best possible way.

As a Customer Support Chat Specialist at Givebutter, you will earn between $9 to $9.50 an hour. This is a direct-pay contractor position, with payments made bi-monthly via wire transfer to your Philippine bank account.

When answering this question, emphasize specific tools and software you have utilized in past roles and illustrate how your remote work experience has shaped your communication skills. You may also want to reflect on your ability to stay organized and manage your time effectively in a remote environment.

In your response, demonstrate your ability to remain calm and empathetic while outlining your process for de-escalating situations. Provide an example from your prior experience where you transformed a negative interaction into a positive outcome.

To answer, do thorough research about Givebutter and its services. Highlight how their platform supports nonprofits and express your passion for working in a mission-driven environment dedicated to altruism. Your enthusiasm for their mission will resonate positively during the interview.

Discuss strategies you employ to prioritize tasks, such as the urgency of users' requests and their impact on the overall customer experience. Illustrate with past examples of how you successfully managed multiple inquiries.

When answering this question, mention specific help desk software like Intercom or Slack, along with any other tools you've experienced using for tracking customer tickets or interactions. Explain how these tools enhance your workflow.

Provide a specific example of a past situation where you went above and beyond to assist a customer. Highlight what you did and how it positively affected the customer’s experience with the company.

Discuss your approach to research and knowledge sharing within teams. You could provide insight about how you keep updated on product changes and how that might positively affect response times.

When addressing this question, express openness to receiving feedback as an opportunity for growth. Share an example where you acted on client feedback to improve your processes or skills.

In your response, highlight that clear and empathetic communication is fundamental to understanding user needs, resolving issues effectively, and building long-term relationships with customers.

Share your passion for helping others and how you find personal satisfaction in solving problems and supporting users. Explain why you connect with Givebutter's mission and how it aligns with your career goals.