Chat Support Specialist

• Respond to current users’ inquiries via live chat and email
• Follow up with unresponsive users and leads to resolve their questions
• Proactively identify user needs and help customers implement specific features
• Analyze product malfunctions by testing scenarios or impersonating users and report them
• Gather user feedback, feature requests, and workarounds
• Proactively suggest product improvements
• Manage multiple customer conversations while providing empathetic, accurate, and timely support
• Maintain first response time under 2 minutes for live chat
• Meet expected CSAT above 96% and IQS scores of 98% or higher

• 5+ years of experience as a Live Chat Support Specialist in the tech industry
• 2+ years of remote experience
• Experience handling multiple incoming chat requests simultaneously
• High adaptability and positive attitude in a dynamic environment
• Experience using help desk software and remote tools, including Intercom, Slack, and Notion
• Excellent written and verbal communication skills in English
• Stable internet connection provided by the agent
• Must be a citizen of the Philippines
• Available for an assigned permanent shift
• Consistent attendance according to the assigned shift, with advance notice for planned time off

• Company tech will be provided
• Paid training Monday–Friday, 9AM–6PM US Eastern Time for 3 months (40 hours/week)
• Remote work
• Full-time employment through Givebutter’s Employer of Record (EOR), Deel
• HMO medical insurance covered 100% for employees
• Holiday pay, overtime, and shift differentials in accordance with Philippine labor laws
• Performance bonuses
• Generous annual PTO allowance
• Bereavement leave: 5 days
• Maternity leave: 105 days
• Paternity leave: 30 days
• Adoption leave: 60 days
• Domestic violence leave: 10 days
• Monthly charitable-giving allowance of up to $50 USD
• Mission-driven work serving the charitable sector