Customer Support Specialist

Donorbox; A distancia; MXN 429,000 - 538,000; Jornada completa

Descripción de la vacante

A leading fundraising platform is seeking a dedicated support professional to assist with technical issues and enhance customer satisfaction. This fully remote role is based in Latin America and includes responsibilities such as investigating bugs and providing guidance to customers. Candidates should have experience with support ticketing software and excellent communication skills in English. Enjoy a range of benefits and the ability to work from the comfort of your home, while contributing to a mission focused on nonprofit success.

Servicios

Employee equity plan (stock options)

Reimbursement for home office expenses

Health insurance premium reimbursements

Generous time off policy

Wellness program with fitness classes

Formación

• Experience with support ticketing software, preferably Zendesk.
• Ability to explain complex ideas simply.
• Excellent written and verbal English communication skills.

Responsabilidades

• Investigate issues and assist in identifying bugs.
• Handle complex technical issues.
• Provide product usage guidance to customers.
• Monitor customer feedback.

Conocimientos

Analytical skills

Problem-solving

English communication

SaaS experience

Herramientas

Zendesk

Descripción del empleo

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 , 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 : Responsibilities :

• 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)

Details :

• Fully remote based in Latin America
• Working hours : Wednesday to Sunday, 10AM-7PM ET
• Salary : $24k-$30k, depending on location and experience

Benefits & Perks :

• Fully remote work from the comfort of your home
• Eligibility for employee equity plan (stock options)
• Reimbursement package for home office expenses and professional development, up to $1.5k
• Health insurance premium reimbursements, up to 75% for you and your family Generous time off policy of 21 days (birthday included
• ), 8 holidays of your choice, and 2 paid volunteer days
• Wellness program with fitness and mindfulness classes
• Love your work and our mission of serving nonprofits!

The Application Process :

We have 6 stages :

• Prescreen Call with Talent Acquisition Associate
• Assignment
• Interview with Hiring Manager
• Panel / Final Interview
• Background & Reference Checks

Please do not use AI tools to generate or assist with your answers.

Applications will be rejected if AI use is detected.