Customer Support Manager

🕒 5 days ago

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Bloomerang

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

💼 Consulting

📣 Marketing

🤝 Non-profit

💰 $33M Debt Financing on 2021-02

Consulting • Marketing • Non-profit

Bloomerang is a community-focused nonprofit donor management software designed to deliver a better giving experience and help organizations thrive. It offers a comprehensive platform tailored for nonprofits, including features such as donor database management, marketing and engagement tools, reporting and analytics solutions, and volunteer and membership management systems. Bloomerang aims to enhance donor retention and increase fundraising efficacy by equipping nonprofits with the tools they need to nurture relationships and drive donations. Trusted by over 23,000 organizations, Bloomerang helps nonprofits raise more funds and create lasting change through streamlined operations and an intuitive user experience.

📋 Description

• Own daily and weekly performance across email, chat, and phone support channels, including wait times, backlog, resolution quality, and customer sentiment • Manage support capacity, volume, and priorities while anticipating issues before they appear in dashboards • Ensure customers receive clear, accurate, and empathetic support during normal and high-volume periods • Use data to identify and communicate trends, risks, and opportunities • Lead, coach, and develop Support Specialists • Set expectations, recognize strong performance, and address gaps early • Foster ownership, curiosity, and customer empathy • Partner with Support Operations, Enablement, and Knowledge teams to adopt and improve AI-assisted support • Reinforce workflows balancing speed, accuracy, and customer experience • Translate customer pain into actionable feedback • Communicate with stakeholders at multiple levels

🎯 Requirements

• 3+ years of experience managing teams within a customer support environment • Track record of driving team performance and engagement • Ability to coach and mentor early-career professionals • Clear, confident communication skills • Ability to proactively identify issues, take ownership, and bring solutions • Ability to lead with urgency during peak periods and simplify complex situations • Ability to set clear expectations and provide direct, timely, constructive feedback • Use of metrics and trends to drive decisions and understand underlying causes • Seasoned judgment regarding short-term action and long-term tradeoffs • Ability to use AI and systems to increase efficiency without sacrificing quality • Nice-to-have: Experience supporting SaaS products • Nice-to-have: Exposure to AI-powered support tools or automation • Nice-to-have: Cross-functional partnership with Product, Engineering, and customer-facing teams • Nice-to-have: Experience leading through change or growth • Must be eligible to work in the U.S. or select Canadian Provinces; visa sponsorship and relocation assistance are not offered

🏖️ Benefits

• Health, vision, and dental insurance options • HealthiestYou healthcare service with confidential access to doctors 24/7 • 20 PTO days • 3 flex days • 4 optional volunteer days • 12 paid holidays • Paid parental leave • 401k match • Equipment shipped to your door • Potential eligibility for a discretionary bonus