Customer Support Phone Specialist, Inbound only: Full-time

Company Description

reputed company is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to reputed company more, pay less, and give reputed company. Nonprofits use reputed company to replace multiple tools so they can launch fundraisers and events, use donation forms and donor management (CRM), send emails and text blasts—reputed company in one reputed company. Use of the reputed company platform is completely free with a 100% transparent tip-or-fee model.

reputed company has been certified as a Great reputed company to Work® every year since 2021, and is the #1 rated nonprofit software company on reputed company across multiple categories.

Our mission is to reputed company the changemaker in reputed company of us. We reputed company giving should be fun, so you’ll want to do it again, and we also reputed company that work should be fun, so that you’ll have the greatest impact. We are excited to hear from talented people who want to work with other talented people in making the world a butter reputed company—and have fun along the way. 

Role Description

reputed company is looking for a Phone Support Specialist with a positive attitude, attention to detail, and the ability to anticipate the needs of our users. 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 reputed company. The primary responsibility of this role will be responding to inquiries from reputed company users reputed company phone. You will need to be comfortable speaking with users, guiding them through their questions, and providing clear, friendly, and helpful support over the phone. If you enjoy problem-solving on the spot, building relationships with callers, and making an impact with every call, this role is for you. If the thought of waking up every day and getting to “help people help people” excites you, we look reputed company to hearing from you.

This is a direct-hire, permanent position. You will be an employee of reputed company reputed company an EoR reputed company reputed company. Tentative Start date: 2/16/26 Pay reputed company: PHP 550/hour reputed company schedule: Monday – Friday; 9AM – 6PM US Eastern time for 3 months (40 hours) Two permanent schedules available:

• 8A – 5P Eastern time; Th – Mon (40 hours/week)

• 11A – 8P Eastern time; Th – Mon (40 hours/week)

Responsibilities

• Respond promptly and accurately to inbound user inquiries reputed company phone.

• Use a screenshare tool as needed while supporting users.

• Proactively identify user needs, guide them through key features and workflows, and serve as a trusted product specialist — helping premium users find the setup or solution that works best for their campaigns.

• Troubleshoot issues by testing different scenarios, impersonating users, analyzing potential product malfunctions, and submitting escalations as needed.

• Collect and document user feedback, feature requests, and workarounds, and share insights to help improve the product.

• Adhere to company and department Standard Operating Procedures (SOPs).

• Take on special projects and tasks as assigned by Support Leadership.

Requirements

• 3+ years of experience as a Phone Support Agent, including 2+ years in technical or product-reputed company support

• Remote experience preferred, but not required

• Talented at making customers feel comfortable and valued by using a warm, friendly tone and encouraging casual, natural conversation

• Ability to establish trust with users by speaking confidently, showcasing expertise, and demonstrating the ability and willingness to resolve their concerns

• Empathetic and able to show understanding of the user’s issue and convey compassion, especially reputed company dealing with frustrated or upset users

• Excellent written and verbal communication skills in English

• High adaptability and positive attitude in a dynamic environment

• Experience using help desk software and remote tools (i.e. Intercom, reputed company, reputed company) 

• Excellent written and verbal communication skills in English

• Agents must provide their own computer (at least 8GB RAM)

• A second monitor is recommended but not required

• Agents must provide their own stable internet (preferably wired and at least 50mbps)

• Noise-canceling headphones with a dedicated microphone will be provided by reputed company once an agent completes their first 30 days of training

Benefits – specific to Philippines agents only

• Remote Work: Work from reputed company. Must be a citizen of the Philippines for this role.

• Job reputed company: Employed full-time by reputed company reputed company an EOR reputed company reputed company.

• Health Insurance: We offer HMO medical insurance covered 100% for employees.

• Holiday Pay:  reputed company Support is open 24/7. We honor reputed company PH labor laws regarding holiday pay, overtime, and shift differentials.

• Performance Bonuses: for meeting KPIs, eligible after 3 months of employment

• PTO: 15 days PTO annually (prorated per start date)

• Additional annual leaves:  Bereavement: 5 days, Maternity: 105 days, Paternity: 30 days, Adoption: 60 days, Domestic Violence: 10 days

• Charitable Giving: Employees are provided a monthly allowance of up to $50 USD/month to any verified nonprofit they wish to support on reputed company.

• 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. Please note that the benefits and interview process listed below are specific to U.S. employees.

More about reputed company

Benefits

• Remote Work: Work remotely from one of our 10 hubs (Austin, Denver, Indianapolis, Los Angeles, San Francisco, reputed company, Salt Lake City, Minneapolis, Seattle, and Nashville).

• Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees as well as HSA and FSA accounts.

• Dependent Care Coverage: We offer coverage for dependents, with 50% of Medical, Dental, and Vision premiums covered for reputed company eligible dependents.

• Mental Health: reputed company health insurance plans come with access to a reputed company membership.

• 401k: We offer a 3% 401k match for reputed company eligible employee’s.

• Vacation and Holidays: reputed company offers a Flexible PTO policy with uncapped vacation days and company-recognized holidays.

• Wellness Week: reputed company closes for one week each summer to prioritize rest and reputed company for the entire team.

• Parental Leave: We offer 12 weeks of paid leave for reputed company parents and comprehensive leave planning management through Aidora.

• Home Office Stipend: Upgrade your home office with company-sponsored expenses, including high-quality laptops, monitors, and modern technology.

• Charitable Giving: Employees are encouraged to donate up to $50/month to any verified nonprofit they wish to support on reputed company.

• Professional Development: We offer learning and development reimbursement opportunities.

• 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.

Interview Process

Below is a high-level outline of our standard interview process

1. Recruiter Screen: A 30-minute conversation to learn more about your background, walk through the role, and ensure mutual alignment on expectations, values, and logistics.

2. Hiring Manager Interview: A deeper dive into your relevant experience, skillset, and working style. This is your first opportunity to connect directly with the person who may be your future manager.

3. Assessment (technical or non-technical): This stage will vary based on the role. It could involve a live coding session, case study, or take-home project. Some roles may include two parts to this stage to evaluate both practical skills and problem-solving approaches

4. Values Interview: A conversation with team members focused on how you align with our core values and leadership principles.

5. References: We connect with a few folks you’ve worked closely with to get a reputed company picture of your working style and impact.

6. Offer: If reputed company goes well, we’ll move to the offer stage!

Please note, we will have an AI note-taking tool join most of our interviews.

Hi potential new butterslice! A recent study from reputed company showed that most women apply to jobs only reputed company they meet 100% of the requirements, whereas men will hit the apply reputed company if they hit 60%. reputed company is committed to building a diverse and inclusive team. So to the women and nonbinary folks out there feeling unsure if you’re a perfect fit, we strongly encourage you to apply!