Customer Support Representative



Customer Service
Raleigh, NC, USA · Remote
Posted on Tuesday, May 23, 2023

Company Background

Givebacks is on a mission to help people do good every day without doing extra. We are making the giving process more inclusive by empowering people to leverage their everyday spending to generate partner-funded donations every time they shop. Givebacks members can choose from over 1M participating causes from their local school or animal shelter, to national charitable organizations.

We are looking for a resourceful and energetic Customer Support Representative that thrives in a fast-paced startup environment. The successful candidate will play a key role in achieving our customer experience and satisfaction objectives and will get in on the ground floor of our rapidly growing team with multiple career paths available. Your day-to-day will include:

Customer Support:

  • Field incoming customer support emails and live chats in a timely and efficient manner

  • Identify common help requests and maintain support macros to expedite responses

  • Collaborate with Customer Success and Sales teams to provide expertise and insight

  • Work with Developers and Product Managers to identify feature requests and deliver customer solutions

  • Generate and deliver reports for customer service insight analysis

  • Offer suggestions and insights from analysis to help guide organization decision makers

  • Manage help center product documentation/articles

  • Communicate with software integration partners to stay up-to-date on technical issues

Relationship Management:

  • Build & strengthen customer relationships through consistent and pleasant customer experiences

  • Serve as brand ambassador for Givebacks, exemplifying our value proposition, mission, and values through every interaction

  • Develop and maintain a thorough understanding of Givebacks’ products and services; become a product expert

  • Enhance the reputation of Givebacks, improving the likelihood of referral of our services to others


  • Ability to practice and show patience, empathy, and persistence towards customers in all situations

  • Entrepreneurial work ethic; you can work independently and constantly strive to eliminate customer pain points, resolve problems and leave your customers happier than you found them

  • Diligence and enthusiasm; you appreciate quality and deliver it on a daily basis

  • Team spirit; you seriously care about what you do and appreciate collaborating with your colleagues

  • Ability to thrive in a fast-paced environment

  • Strong written and verbal communication skills

  • Proficient with Google Workspace applications and HubSpot or similar CRM

  • Must be teachable and a quick study

  • College Degree (BA/BS) Preferred

  • 1-3 years of experience in a similar customer-facing role

Bonus points for:

  • Experience with Zendesk support software

  • Understanding of the SaaS, technology, PTA or Ed Tech Industry

  • Interest in solving challenges and having an impact on new team campaigns and initiatives

Compensation & Benefits:

  • Unlimited Paid Time Off

  • Paid Company Holidays

  • Remote/Hybrid Work Options

  • Employee Stock Options

  • Paid Parental and Family Medical Leave

  • Medical, Dental and Vision Insurance

  • 401(k) Plan

Givebacks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.