Customer Support Specialist - Temporary

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

We are a fast-growing, profitable, and bootstrapped company 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 are seeking a Customer Support Specialist to join our Customer Success and Intelligence (CSI) team. This role requires someone passionate about stellar customer support, skilled in tackling complex, web-based technical queries about Donorbox, and capable of helping customers resolve technical issues. You 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.

Details

• Fully remote based in Latin America (El Salvador, Mexico, Brazil, and Colombia).
• Salary: $923.09 bi-weekly.

The Application Process

We have 6 stages:

1. Apply here and fill out our questions to tell us about you!
2. Assignment
3. Prescreen Call with the Talent Team
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!