Support Ops Lead

Company Description

Givebutter is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. Nonprofits use Givebutter to replace multiple tools so they can launch fundraisers and events, use donation forms and donor management (CRM), send emails and text blasts—all in one place. Use of the Givebutter platform is completely free with a 100% transparent tip-or-fee model.

Givebutter has been certified as a Great Place to Work® in 2021, 2022, 2023, and 2024, and is the #1 rated nonprofit software company on G2 across multiple categories.

Our mission is to empower the changemaker in all of us. We believe giving should be fun, so you’ll want to do it again, and we also believe that work should be fun, so that you’ll have the greatest impact. We are excited to hear from talented people who want to work with other talented people in making the world a butter place—and have fun along the way. 

Role Description

Givebutter is seeking a Support Operations Lead to transform our support team’s already strong tech stack into an exceptional one.

You will own the optimization of all Support automations, workflows, and AI systems across Intercom, Forest Admin, and related tools. This role partners closely with Platform Engineering to enhance efficiency, maintain data integrity, and ensure every automation and process delivers a seamless customer experience.

You'll dig deep into each platform to unlock features we haven't had the capacity to optimize, build connections between systems that should be talking to each other, and become the go-to expert when things break—which they will. 😆

The ideal candidate thrives in organized chaos, loves variety, and won't stop until they've found the solution. You'll work across departments, translate between technical and non-technical teams, and build documentation that actual humans can understand.

Our current support team of 35 is slated to grow to nearly 60 by the end of 2026. We’re excited to add someone to the mix who can focus their technical skills and problem-solving prowess on optimizing our tech stack.

If the thought of waking up every day and getting to “help people help people” excites you, we look forward to hearing from you. 💛

This is a direct-hire, permanent position. You will be an employee of Givebutter via an EoR called Deel.

Tentative Start date: 1/5/26
Annual Salary: PHP 2,348,600
Schedule: Monday - Friday; 9AM - 6PM US Eastern time (40 hours)

We want to hear from people who…

• See "good enough" as a challenge, not a finish line—be ready to iterate to great. Again and again.

• Won't stop until it's fixed - you'll exhaust every resource, try every angle, and bring in help when you need it because you know everything has a solution, you just might not have found it yet. Kapag may tiyaga, may nilaga.

• Thrive in organized chaos - when priorities shift mid-day and three things break at once, you don't panic, you prioritize

• Love variety - the idea of doing the same thing every day makes you want to nap, but juggling five different problems across three departments? That's your sweet spot

• Can translate between worlds - you talk to engineers about APIs and support agents about genuine customer concerns and pain points, making you a translator between departments

• Want to be part of the greater good - when you join Givebutter support, you become part of the Givebutter fam; this isn’t just a job, this is about helping Changemakers - both internal and external - make the biggest difference possible
  

Responsibilities 💻

• Become the resident expert across our entire support tech stack including Intercom/Fin AI, Five9, Bland, Assembled, Zapier, Forest Admin, and internal AI tools

• Design, implement, and maintain efficient workflows and automations (e.g., routing, escalation, and self-service deflection) within and between platforms, optimizing for team efficiency

• Own day-to-day troubleshooting and Tier 3 technical issue resolution for the Support team (e.g., bug reporting, data inconsistencies, and integration failures).

• Conduct deep-dive assessments of each tool to identify and implement optimization opportunities that improve team efficiency

• Create and maintain clear, accessible documentation for tool usage, workflows, and troubleshooting guides

• Build, maintain, and monitor complex integrations (via Zapier/APIs) between Intercom, Forest Admin, and other internal databases to ensure real-time data synchronization and integrity.

• Be a patient teacher, not just a fixer—empower the team to solve problems themselves by explaining things in ways that make sense to non-technical people

• Serve as the primary technical liaison between Support, Engineering, and Product to define requirements, scope technical fixes, and advocate for tooling improvements.

• Support the team throughout their day by removing technical roadblocks and enabling them to focus on helping customers

Requirements 📚

• 4+ years of experience with customer support software platforms (Intercom, Zendesk, Freshdesk, or similar)

• Hands-on experience with automation and integration tools (Zapier, Make, or similar)

• Proven, hands-on experience building custom integrations and working with JSON payloads, Webhooks, and REST APIs (especially within the context of Zapier/Intercom/Slack).

• Direct administrative experience with a workforce management system (like Assembled or Tymeshift) and/or enterprise VoIP/phone systems (like Five9, Bland.ai, or Aircall).

• Direct experience administering and optimizing a back-office/internal tooling platform (e.g., Forest Admin, Retool, or custom-built internal apps).

• Experience in SaaS customer support environments and understanding what makes agents' lives easier or harder

• Strong problem-solving skills and ability to manage/prioritize competing demands

• Excellent communication skills—can explain technical concepts to non-technical audiences without making anyone feel stupid

Growth Potential 🌴

• This is a new role within the Support Team at Givebutter. This position has the potential to develop into a Support Ops Manager position, depending on the growth of the team and the company.

Benefits - specific to Philippines agents only

• Remote Work: Work from anywhere. Must be a citizen of the Philippines for this role.

• Job Security: Employed full-time by Givebutter via an EOR called Deel.

• Health Insurance: We offer HMO medical insurance covered 100% for employees.

• Holiday Pay: We honor all PH labor laws regarding holiday pay, overtime, and shift differentials.

• Performance Bonuses: for meeting KPIs, eligible after 3 months of employment

• PTO: 25 days PTO annually, plus US Holidays as paid days off

• Additional annual leaves: Bereavement: 5 days, Maternity: 105 days, Paternity: 30 days, Adoption: 60 days, Domestic Violence: 10 days

• Charitable Giving: Employees are provided a monthly allowance of up to $50 USD/month to any verified nonprofit they wish to support on Givebutter.

• Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you're doing and the company you work for.
  
  Please note that the benefits and interview process listed below are specific to U.S. employees.

More about Givebutter

Benefits

• Remote Work: Work remotely from one of our 10 hubs (Austin, Denver, Indianapolis, Los Angeles, San Francisco, New York, Salt Lake City, Minneapolis, Seattle, and Nashville).

• Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees as well as HSA and FSA accounts.

• Dependent Care Coverage: We offer coverage for dependents, with 50% of Medical, Dental, and Vision premiums covered for all eligible dependents.

• Mental Health: Givebutter health insurance plans come with access to a TalkSpace membership.

• 401k: We offer a 3% 401k match for all eligible employee's.

• Vacation and Holidays: Givebutter offers a Flexible PTO policy with uncapped vacation days and company-recognized holidays.

• Wellness Week: Givebutter closes for one week each summer to prioritize rest and recharge for the entire team.

• Parental Leave: We offer 12 weeks of paid leave for all parents and comprehensive leave planning management through Aidora.

• Home Office Stipend: Upgrade your home office with company-sponsored expenses, including high-quality laptops, monitors, and modern technology.

• Charitable Giving: Employees are encouraged to donate up to $50/month to any verified nonprofit they wish to support on Givebutter.

• Professional Development: We offer learning and development reimbursement opportunities.

• Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you're doing and the company you work for.

Interview Process

Below is a high-level outline of our standard interview process

1. Recruiter Screen: A 30-minute conversation to learn more about your background, walk through the role, and ensure mutual alignment on expectations, values, and logistics.

2. Hiring Manager Interview: A deeper dive into your relevant experience, skillset, and working style. This is your first opportunity to connect directly with the person who may be your future manager.

3. Assessment (technical or non-technical): This stage will vary based on the role. It could involve a live coding session, case study, or take-home project. Some roles may include two parts to this stage to evaluate both practical skills and problem-solving approaches

4. Values Interview: A conversation with team members focused on how you align with our core values and leadership principles.

5. References: We connect with a few folks you’ve worked closely with to get a better picture of your working style and impact.

6. Offer: If all goes well, we’ll move to the offer stage!

Please note, we will have an AI note-taking tool join most of our interviews.

Hi potential new butterslice! A recent study from LinkedIn showed that most women apply to jobs only when they meet 100% of the requirements, whereas men will hit the apply button if they hit 60%. Givebutter is committed to building a diverse and inclusive team. So to the women and nonbinary folks out there feeling unsure if you're a perfect fit, we strongly encourage you to apply!