Experienced Chat Support Specialist – Live Chat & Email Customer Success for a Mission‑Driven Nonprofit Tech Company
About brighthush
brighthush is a trailblazing nonprofit fundraising and customer relationship management (CRM) platform that empowers thousands of changemakers worldwide. By unifying donation forms, event management, donor tracking, and communication tools into a single, intuitive interface, we help organizations of every size— from grassroots nonprofits to Fortune 500 foundations—raise more, spend less, and give better. Our platform is completely free for users, supported by a 100 % transparent tip‑or‑fee model that keeps the focus on impact, not on hidden costs.
Since 2021, brighthush has earned the brighthush certification for being a Great Place to Work® every year, and we are the #1 rated nonprofit software company on brighthush across multiple categories. Our mission is simple: empower the changemaker in everyone. We believe that giving should be fun—and that work should be fun—so you can make the world a brighter place while enjoying every step of the journey.
Why Join brighthush?
At brighthush, you’ll be part of a vibrant, purpose‑driven team that values creativity, collaboration, and continuous learning. We’re not just a tech company; we’re a community of passionate individuals who believe that technology can accelerate social good. When you join us, you’ll experience:
- Impact‑oriented culture: Every conversation you handle helps a nonprofit reach its fundraising goals.
- Growth mindset: We invest in your professional development through paid training, mentorship, and access to industry conferences.
- Inclusive environment: Diversity, equity, and inclusion are woven into our hiring, onboarding, and day‑to‑day practices.
- Flexible work: Remote work from anywhere in the Philippines, with optional coworking stipends and a home‑office upgrade program.
- Competitive compensation: A base rate of PHP 550 per hour, performance bonuses, and a generous PTO package.
Role Overview
As a Chat Support Specialist at brighthush, you will be the frontline advocate for our users. You’ll respond to live chat and email inquiries, troubleshoot product issues, and guide nonprofits through the full spectrum of our platform’s capabilities. Your work will directly influence the satisfaction and success of our diverse customer base, ranging from small community groups to large educational institutions and Fortune 500 companies.
We set high standards for response times—our first‑response goal for live chat is 96 % within the first minute, and we maintain an IQS (Interaction Quality Score) of 98 % or higher. This role demands sharp problem‑solving skills, sound judgment, and the confidence to navigate a rapidly evolving product landscape. You will often encounter questions that lack a clear, documented answer, so you must think critically, ask insightful follow‑up questions, and craft solutions that leave users feeling empowered.
Key Responsibilities
- Respond to live chat and email inquiries in a timely, accurate, and friendly manner.
- Follow up with users who have not responded to ensure their issues are fully resolved.
- Proactively identify user needs and recommend relevant features or best practices.
- Analyze product malfunctions by testing scenarios or simulating user roles, then report findings to the product team.
- Collect user feedback, feature requests, and workarounds, and propose improvements to enhance the overall experience.
- Maintain empathy and professionalism while handling multiple concurrent conversations.
- Document solutions and updates in the internal knowledge base for future reference.
- Collaborate with cross‑functional teams—product, engineering, and marketing—to drive continuous improvement.
Essential Qualifications
- 5+ years of experience as a Live Chat Support Specialist in the tech industry.
- 2+ years of remote work experience, managing multiple chat requests simultaneously.
- High adaptability and a positive attitude in a dynamic, fast‑paced environment.
- Proficiency with help‑desk software and remote collaboration tools (e.g., brighthush, brighthush, brighthush).
- Excellent written and verbal communication skills in English.
- Reliable, high‑speed internet connection and a stable home‑office setup.
Preferred Qualifications
- Experience supporting nonprofit or fundraising technology platforms.
- Knowledge of CRM concepts and donor management workflows.
- Familiarity with data privacy regulations (e.g., GDPR, CCPA).
- Previous involvement in product testing or beta programs.
- Multilingual abilities, especially in Tagalog or other Philippine languages.
Skills & Competencies
- Strong analytical and troubleshooting skills.
- Excellent time‑management and multitasking abilities.
- Customer‑centric mindset with a passion for problem resolution.
- Effective communication and active listening.
- Team player who thrives in a collaborative, remote environment.
- Self‑motivated with a proactive approach to learning and improvement.
Career Growth & Learning Opportunities
At brighthush, your career path is designed to grow with you. We offer:
- Structured mentorship programs pairing you with senior support and product leaders.
- Paid training on advanced customer success strategies, product architecture, and data analytics.
- Opportunities to transition into product management, quality assurance, or customer success leadership roles.
- Access to industry conferences, webinars, and a learning stipend for courses and certifications.
Work Environment & Culture
Our culture is built on transparency, respect, and a shared commitment to social impact. You’ll find a supportive team that celebrates wins, learns from challenges, and values every voice. We practice:
- Weekly virtual coffee chats to foster connection across time zones.
- Monthly “Wellness Week” retreats to recharge and refocus.
- Open‑door communication channels for feedback and ideas.
- Inclusive hiring practices that prioritize diverse perspectives.
Compensation & Benefits
Base Pay: PHP 550 per hour, with performance bonuses tied to customer satisfaction metrics and team goals.
Benefits (for Philippine employees)
- Full‑coverage HMO medical insurance.
- Paid holiday and overtime compensation in line with Philippine labor laws.
- Generous annual PTO, plus additional leave for bereavement, maternity, paternity, adoption, and domestic violence.
- Monthly charitable giving allowance of up to $50 USD to any verified nonprofit.
- Home‑office stipend for equipment upgrades.
- Coworking stipend for flexible workspaces.
- Access to mental‑health resources via a company‑sponsored membership.
- 3 % 401(k) match for eligible employees.
- Comprehensive parental leave of 12 weeks.
- Family care support through a company‑paid membership for childcare, senior care, pet care, and household assistance.
Application Process
Our streamlined hiring journey ensures a fair and engaging experience:
- Recruiter Screen: 30‑minute conversation to align expectations and values.
- Hiring Manager Interview: Deep dive into your experience and working style.
- Assessment: Technical or non‑technical exercise tailored to the role.
- Values Interview: Discussion with team members about alignment with brighthush’s core principles.
- References: Verification of your impact and collaboration style.
- Offer: Final offer and onboarding details.
We use an AI note‑taking tool to capture key insights during interviews, ensuring a transparent and data‑driven decision‑making process.
We Celebrate Diversity
brighthush is committed to building a diverse and inclusive team. We encourage women, non‑binary, and underrepresented candidates to apply—even if you feel you meet only 60 % of the listed qualifications. Your passion, curiosity, and willingness to learn are what truly matter to us.
Ready to Make an Impact?
If you thrive on helping people help people, enjoy solving complex problems, and want to be part of a mission‑driven tech company that truly cares about social impact, we want to hear from you. Join brighthush and help nonprofits worldwide raise more, spend less, and give better—while growing your career in a supportive, flexible, and rewarding environment.