Customer Support Specialist

Donorbox; United States; Remote; USD 24,000 - 30,000; Full time

Job summary

Donorbox is seeking a Customer Support Specialist to join the CSI team. This fully remote role involves providing stellar customer support and resolving technical issues. The ideal candidate should have experience with Zendesk and be passionate about enhancing the customer experience. A generous package including salary, remote work perks, and employee equity plan is offered.

Benefits

Employee equity plan

Reimbursement for home office expenses

Health insurance premium reimbursements

Generous time off policy

Wellness program with classes

Qualifications

• Experience with support ticketing software (Zendesk preferred).
• Excellent analytical and problem-solving skills.
• Ability to explain complex ideas in a concise and simple way.

Responsibilities

• Respond to e-mail support tickets promptly.
• Investigate issues and assist in identifying bugs.
• Handle complex technical issues.

Skills

Analytical skills

Problem-solving skills

Communication skills

Technical issue management

Tools

Zendesk

Job description

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! 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)

Details

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

• Apply here and fill out our questions to tell us about you!
• Prescreen Call with Talent Acquisition Associate
• Assignment
• Interview with Hiring Manager
• Panel/Final Interview
• 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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Do you have any SaaS or nonprofit experience? *

Why are you interested in this customer support role at Donorbox? *

When faced with a technical issue you don’t immediately understand, how do you typically go about finding a solution? *

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. *

Accepted file types: pdf, doc, docx, txt, rtf

Are you able to work the required schedule of Wednesday to Sunday, 10AM-7PM ET? *

Are you fluent in French? *

Please note this is not a requirement but a plus.

What is your desired annual salary in USD? *

Are you comfortable working as an Independent Contractor? As an Independent Contractor, you are responsible for all applicable taxes or withholdings. The company does not pay or withhold these on your behalf. * Select...