Customer Support Chat Specialist
About the role
Role Description
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.
Responsibilities
- Respond to queries from users in a timely and accurate way via live chat and email
- Follow up with unresponsive users and leads to ensure their questions are resolved
- Proactively identify user needs and help customers implement specific features
- Analyze product malfunctions (for example, by testing)