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Customer Support Specialist (6-Month Contract)

Latin America, Philippines - Remote

About Donorbox

Donorbox is a leading fundraising platform and donor management system for nonprofit organizations. Our mission is to accelerate positive impact worldwide by helping nonprofits become highly effective at raising funds and managing their supporter base. Since 2014, we have powered more than 100,000 global organizations to close to $3B in donations. 🚀

Our fast-growing company is profitable and bootstrapped with a healthy run rate. We have a fully distributed and diverse 150-person team based in 16+ states and 23+ countries.

🏅Donorbox is rated the #1 software for fundraising, donor management, and nonprofit payment on G2 based on hundreds of verified customer reviews. We're proud of what we do, and our product reflects it!

The Role

We’re looking for someone passionate about stellar customer support to join our Customer Success and Intelligence (CSI) team on a 6-month contract. This is a full-time role supporting customers across different time zones, including evenings and weekends. Our product is web-based and technical in nature, so our ideal candidate must be skilled enough to tackle complex queries about Donorbox and help customers solve any technical issues. The Customer Support Specialist will play a key role in maintaining our excellent company reputation for supporting and responding to customer needs. 

Responsibilities

  • Respond to e-mail support tickets promptly, providing support and information as required
  • Investigate issues and assist the Support Development team in identifying bugs 
  • Handle complex technical issues and maintain an accurate understanding of those issues
  • Assist in updating our knowledge base in Zendesk as needed 
  • Provide product usage guidance and best practices to customers
  • Monitor customer feedback and suggest improvements to enhance the customer experience

Qualifications & Experience

  • Experience with support ticketing software (Zendesk preferred)
  • Excellent analytical and problem-solving skills
  • Ability to explain complex ideas in a concise and simple way
  • Excellent written and verbal English communication skills
  • SaaS experience

Bonus

  • Nonprofit experience is a plus
  • Proficiency in French (spoken and written)

Contract Details

  • 6-month contract starting in August and ending in February
  • Fully remote to candidates based in Latin America or the Philippines 
  • Monthly pay: $2000 USD
  • We are hiring for the following shifts:
    • Wednesday to Sunday, 6PM-3AM ET
    • Thursday to Monday, 2PM-11PM ET
    • Friday to Tuesday, 12PM-9PM ET

The Application Process

We have 6 stages:

  1. Apply here and fill out our questions to tell us about you! 
  2. Prescreen Call with Talent Acquisition Associate
  3. Assignment
  4. Interview with Hiring Manager
  5. Panel/Final Interview
  6. Background & Reference Checks

If this sounds like the right role for you, please apply today and let us know why. We look forward to hearing from you!

Please do not use AI tools to generate or assist with your answers. Applications will be rejected if AI use is detected.

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To help us understand your communication style, please respond to the following customer scenarios: Scenario A: "I'm not able to log in, and it's urgent." Scenario B: "I’ve been using your service for 6 months, but I’m really disappointed with how my recent experience was handled. The product was great, but the support I received was awful. I’ve been waiting for over a week for a response to my issue, and I’m not sure if I should continue with your service." Please draft brief, email-style responses to both scenarios, keeping in mind that our tone is professional, warm, clear, and empathetic.*

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