Manager, Customer Support

Bloomerang is a company dedicated to empowering nonprofits through technology and support. They are seeking a Support Manager responsible for overseeing the support operation, ensuring high-quality assistance for customers while developing the support team and implementing effective systems.

Responsibilities:

• Own daily and weekly performance across support channels (email, chat, phone), including wait times, backlog, resolution quality, and customer sentiment
• Actively manage capacity, volume, and priorities—anticipating issues before they show up in dashboards
• Ensure customers receive clear, accurate, and empathetic support, even during high-volume or high-stress periods
• Use data to identify and effectively communicate trends, risks, and opportunities—not just report on them
• Lead, coach, and develop a team of Support Specialists with a strong focus on accountability, growth, and confidence
• Set clear expectations and follow through—recognizing great work and addressing gaps early
• Foster a culture of ownership, curiosity, and customer empathy
• Partner closely with Support Operations, Enablement, and Knowledge teams to effectively adopt and improve AI-assisted support
• Reinforce high-quality workflows that balance speed, accuracy, and customer experience
• Help translate customer pain into actionable feedback—without noise or exaggeration
• Communicate clearly and confidently with stakeholders at multiple levels

Requirements:

• Proven Leadership: You bring 3+ years of experience managing teams within a customer support environment, with a track record of driving both performance and engagement
• Talent Development: You have a passion for coaching and a proven ability to mentor early-career professionals, helping them grow in skill, confidence, and accountability
• Communication Mastery: You are a clear, confident communicator who ensures partners and leadership are always aligned and never surprised
• Proactive Ownership: You don't wait for permission to lead. You notice potential issues early, take immediate ownership, and bring solutions—not just problems—to the table
• High-Stakes Focus: You lead with urgency when it matters most. During peak periods, you have the ability to simplify complex situations and keep the team focused on what's essential
• Intentional Accountability: You set crystal-clear expectations and provide feedback that is direct, timely, and constructive, ensuring the team knows exactly where they stand
• Data-Driven Judgment: You use metrics and trends to drive decisions, but you look beyond the numbers to understand the 'why' behind the data
• Balanced Action: You have a strong bias toward action, tempered by the seasoned judgment to know when to slow down and consider long-term tradeoffs
• Scalable Impact: You look for ways to use AI and systems to increase efficiency without sacrificing quality, always thinking beyond 'today's queue' to advocate for long-term improvements
• Experience supporting SaaS products
• Exposure to AI-powered support tools or automation
• Comfort partnering cross-functionally with Product, Engineering, and other customer facing teams
• Experience leading through change or growth