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.

What you will do

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

What You Bring

• 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

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