Customer Success Chat Specialist

Are you a passionate innovator looking to harness the power of technology to do more good? You’ve come to the right place. At Bonterra, our purpose is to power those who power social impact. To that end, we serve the people who make social good possible—the doers behind the scenes across nonprofits, public agencies, corporations, philanthropic organizations, and foundations.

As the second-largest and fastest-growing social good software company in the world, Bonterra brings together leading solutions from CyberGrants, EveryAction, Network for Good, Social Solutions, and their respective entities. By bringing our intuitive technology and expertise together, Bonterra will enable unprecedented connectivity between social good organizations and their community of supporters and constituents. This will reshape philanthropic giving, empower digital transformation, and bring the social good sector the technology it needs to accelerate lasting social change.

We are looking for you to bring your experience in customer service and support to GiveGab to go beyond just assisting our clients and help them achieve success. We need someone that lives to provide excellent service, as this position is typically the first and often the only personal interaction the user will have with the product. We also need someone who is technical enough to understand and address product issues. This role requires excellent interpersonal communication skills and reports to the Manager, Customer Support. This job is an entry-level, hourly position, with opportunities for advancement.

Areas of responsibility:

Provide front-line support by responding effectively to client needs and questions, both technical and non-technical through email, phone, and chat support lines (Primary responsibility)

Work with customers to help them be more effective at fundraising and engaging supporters on GiveGab’s platform

Collect feedback about the product and our value proposition, and provide that feedback through the proper channels to other teams at GiveGab to help continually improve the platform and our offerings

Create product documentation that will help clients achieve success

Contribute to GiveGab’s online, self-service Help Center

Provide testing and product feedback to GiveGab’s product teams

Cater to the needs of our Giving Day customers, nonprofits, partners, and sponsors alike

Support the Project Management team on 1 Giving Day per season

Assist the Process Coordinator with customer success processes as needed

Follow standard operating procedures for troubleshooting issues, executing processes, and finding accurate information to relay to customers

Work collaboratively with both the Customer Success team and greater GiveGab team to reach and maintain our target KPIs

Undertake additional short-term projects as needed

All other duties as assigned


2+ years experience in a customer-facing role

Flexible schedule that allows for some later nights and weekends during our peak seasons and 24-hour giving day events

Exceptional customer service skills and a desire to provide a truly satisfying customer service experience

Flexibility in a working environment, being able to redirect or change courses in the middle of a task to address the most pressing need

Strong multitasking capabilities to work on many chat conversations, tasks, spreadsheets, and more in a very communication-heavy environment

Comfortable in a small, fast-paced and high-growth start-up environment with a “grace-under-fire” personality when the pressure to deliver is high

Demonstrated problem solving and technical skills

Ability to internalize team needs and self-direct

Excellent verbal, communication, writing, and documentation skills

Ability to follow standard operating procedures accurately and efficiently

Positive, supportive, and welcoming attitude for all members of the team

Bonus Points:

Associates or Bachelors degree and/or relevant experience

Experience with fundraising in the nonprofit sector

A general understanding of software design and development principles

Some HTML and CSS knowledge

Our Culture:

Our team is made up of industry experts and advocates who are 100% committed to supporting the doers of social good. We are currently undergoing an effort to create the vision and values that embody our collective organization and embrace the individuals who make up our community.

Some of our comprehensive and competitive benefits include:

Generous PTO policy

Equity for ALL regular, full-time employees from individual contributors to management – share in our success!

Up to 15 paid company holidays including some commemorating social justice events and self-care

Paid volunteer time

Resources for savings and investments

Paid parental leave

Health, vision, dental, and life insurance with additional access to health and wellness programs.

Opportunities to learn, develop, network, and connect

When we can—company-sponsored events and swag!!

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.