Customer Support Specialist

Summary

Join Donorbox's Customer Success and Intelligence (CSI) team as a Customer Support Specialist! This fully remote role, based in Latin America, offers the chance to support nonprofit organizations using our leading fundraising platform. You will respond to support tickets, investigate issues, handle complex technical problems, and contribute to our knowledge base. Excellent communication and problem-solving skills are essential, along with SaaS experience. The position offers competitive salary, benefits including health insurance reimbursement, generous time off, and a home office expense reimbursement.

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

• 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