Customer Support Manager

Blackbaud is a company that supports leading organizations in managing their corporate impact programs. The Customer Support Manager will lead Level 1 and Level 2 support teams, driving measurable improvements in support structure and delivery while ensuring high-quality customer experiences.

Responsibilities:

• 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 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
• 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

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