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Customer Support Manager

June 4, 2026

Manager, Customer Support - YourCause<h1></h1>The opportunityYourCause from Blackbaud supports some of the world's leading companies in managing their corporate impact programs. Customer Support plays an increasingly central role in delivering a high-quality, consistent, and efficient experience across a diverse and global customer base.We are investing in the next phase of that support model—one grounded in operational discipline, data-driven decision-making, and the intelligent use of automation and AI to improve outcomes for both customers and agents. Success in this role is measured by increased agent effectiveness, reduced case volume and customer effort, faster time to resolution, and stronger customer confidence in every interaction. This is an opportunity to lead a critical function through measurable evolution while maintaining strong, reliable day-to-day performance.As Manager, Customer Support, you will lead Level 1 and Level 2 support teams, own the metrics that define success, and drive measurable improvement in how support is structured, delivered, and scaled. Reporting to the Head of YourCause Customer Experience, you will translate performance insights into action, partner cross-functionally to address root causes, and play a key role in advancing Blackbaud's mission to deliver a customer-centric, intelligent, and AI-powered support experience.What you will doBuild and lead a high-performing organization<ul><li>Hire, develop, and retain a strong Customer Support team</li><li>Align team structure, coverage, and capacity to meet evolving business needs</li><li>Set clear expectations and operating standards that drive accountability, consistency, and performance</li><li>Establish a rigorous quality management approach, including case reviews, calibration, and coaching</li><li>Foster a culture of continuous improvement, psychological safety, and inclusion</li><li>Build a future-ready team capable of operating in a data-driven, digitally enabled, and AI-augmented environment</li></ul>Own and elevate operational performance<ul><li>Own core service metrics, including response times, resolution SLAs, quality, productivity, and customer satisfaction</li><li>Analyze operational data and trends to identify improvement opportunities</li><li>Ensure clear documentation and maintenance of standard operating procedures</li><li>Maintain strong awareness of business priorities, product roadmaps, and customer needs to proactively identify volume drivers and operational risks</li><li>Own escalated and high-impact customer situations, ensuring resolution and reinforcing customer confidence</li></ul>Advance a modern support model<ul><li>Lead cross-functional initiatives with Product, Engineering, and Enablement to reduce case volume, improve product usability, and strengthen self-service</li><li>Build and scale a knowledge strategy that improves agent effectiveness and expands customer self-service adoption</li><li>Partner with CS Operations and Corporate IT to advance the automation and tooling strategy that enables secure, scalable, and governed AI adoption</li><li>Advance GenAI and Agentic AI capabilities that augment and progressively automate support work, including: intelligent triage and routing, real‑time agent guidance, and knowledge creation and improvement</li></ul>What You Bring<ul><li>7+ years of experience in Customer Support operations, including 3+ years of people leadership experience</li><li>Experience supporting SaaS products in B2B and/or B2C environments</li><li>Experience leading digital transformation or AI-enabled initiatives in a SaaS or enterprise software environment</li><li>Strong written and verbal communication skills, with the ability to explain complex issues clearly across technical and business audiences</li><li>Strong track record of building, coaching, and retaining high-performing teams</li><li>Experience designing or scaling knowledge systems or self-service programs</li><li>Strong understanding of how knowledge, training, and digital workflows enable GenAI, Agentic AI, and automation at scale.</li><li>Experience with Salesforce Service Cloud, including case management, queue design, escalation workflows, and reporting</li><li>Ability to support after-hours and weekend escalations</li></ul>Stay up to date on everything Blackbaud, follow us on <a href="http://bit.ly/FollowUsLI" target="_blank" rel="noopener noreferrer">Linkedin</a>, <a href="http://bit.ly/2xn65ez" target="_blank" rel="noopener noreferrer">Twitter</a>, <a href="https://www.instagram.com/blackbaud/" target="_blank" rel="noopener noreferrer">Instagram</a>, <a href="http://bit.ly/2yNWNJH" target="_blank" rel="noopener noreferrer">Facebook</a> and <a href="https://bit.ly/BLKBYouTube" target="_blank" rel="noopener noreferrer">YouTube </a>Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world. Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.The starting base pay is $77,700.00 to $104,500.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.Benefits Include:<ul><li>Medical, dental, and vision insurance</li><li>Remote-flexible workforce</li><li>Wellness Programs</li><li>401(k) program with employer match</li><li>Flexible paid time off</li><li>Generous Parental Leave</li><li>Donations for Doers</li><li>Pet insurance, legal and identity protection</li><li>Tuition reimbursement program</li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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