Customer Support Manager

Blackbaud

1d•$77,700 - $104,500•Remote

About The Position

Manager, Customer Support - YourCause The opportunity YourCause 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.

Requirements

7+ years of experience in Customer Support operations, including 3+ years of people leadership experience
Experience supporting SaaS products in B2B and/or B2C environments
Experience leading digital transformation or AI-enabled initiatives in a SaaS or enterprise software environment
Strong written and verbal communication skills, with the ability to explain complex issues clearly across technical and business audiences
Strong track record of building, coaching, and retaining high-performing teams
Experience designing or scaling knowledge systems or self-service programs
Strong understanding of how knowledge, training, and digital workflows enable GenAI, Agentic AI, and automation at scale.
Experience with Salesforce Service Cloud, including case management, queue design, escalation workflows, and reporting
Ability to support after-hours and weekend escalations

Responsibilities

Build and lead a high-performing organization
Hire, develop, and retain a strong Customer Support team
Align team structure, coverage, and capacity to meet evolving business needs
Set clear expectations and operating standards that drive accountability, consistency, and performance
Establish a rigorous quality management approach, including case reviews, calibration, and coaching
Foster a culture of continuous improvement, psychological safety, and inclusion
Build a future-ready team capable of operating in a data-driven, digitally enabled, and AI-augmented environment
Own and elevate operational performance
Own core service metrics, including response times, resolution SLAs, quality, productivity, and customer satisfaction
Analyze operational data and trends to identify improvement opportunities
Ensure clear documentation and maintenance of standard operating procedures
Maintain strong awareness of business priorities, product roadmaps, and customer needs to proactively identify volume drivers and operational risks
Own escalated and high-impact customer situations, ensuring resolution and reinforcing customer confidence
Advance a modern support model
Lead cross-functional initiatives with Product, Engineering, and Enablement to reduce case volume, improve product usability, and strengthen self-service
Build and scale a knowledge strategy that improves agent effectiveness and expands customer self-service adoption
Partner with CS Operations and Corporate IT to advance the automation and tooling strategy that enables secure, scalable, and governed AI adoption
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