Customer Support Specialist

Summary

Join Donorbox's Customer Success and Intelligence (CSI) team as a Customer Support Specialist for a 6-month contract! This full-time, fully remote role (Latin America or Philippines) supports customers across time zones, including evenings and weekends. You will respond to email support tickets, investigate issues, handle complex technical problems, update the Zendesk knowledge base, provide product guidance, and monitor customer feedback. The ideal candidate possesses experience with support ticketing software (Zendesk preferred), excellent analytical and problem-solving skills, and strong communication skills. SaaS experience is required, and nonprofit experience and French proficiency are a plus. The monthly pay is $2000 USD.

Requirements

• 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

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

Preferred Qualifications

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

Benefits

• 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