Client Advocate, Staff

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $48.6k - $62.1k / year

⏰ Full Time

🔴 Lead

🗣️ Customer Advocate

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Blackbaud

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 Non-profit

🤝 B2B

💰 $6.5M Series A on 2000-02

SaaS • Non-profit • B2B

Blackbaud is a cloud software company that builds intelligent solutions for social impact, focusing on nonprofit organizations. It provides products and services for fundraising, donor management, engagement, and sector-specific cloud solutions to help charities, educational institutions, and other mission-driven organizations move faster and work smarter. Blackbaud also offers training, support, developer resources, a partner marketplace, and industry research through the Blackbaud Institute. The company emphasizes privacy, security, and corporate social responsibility.

📋 Description

• Serve as a trusted resource for customers across phone, chat, and ticketing channels. • Investigate and resolve product and technical issues through troubleshooting, research, and root cause analysis. • Own customer cases from intake through resolution, ensuring timely follow-up, clear communication, and accurate documentation. • Balance multiple priorities while maintaining responsiveness, quality, and customer satisfaction. • Escalate complex issues with concise and actionable summaries. • Develop expertise in YourCause products, integrations, support processes, and customer workflows. • Create and maintain knowledge base content using KCS practices. • Identify recurring customer challenges and trends, partnering with internal teams to improve products, processes, and customer experience. • Stay current on product enhancements, new features, and customer-impacting changes. • Leverage internal tools, automation, and AI-powered resources to improve support efficiency and quality. • Apply sound judgment and critical thinking when using AI and support technologies. • Improve workflows, enhance customer experiences, and expand knowledge and skills. • Contribute to accountability, collaboration, and continuous learning.

🎯 Requirements

• 2+ years of experience in technical support, customer support, IT help desk, or contact center environments, preferably supporting SaaS products. • Experience assisting customers through multiple support channels, including phone, chat, and ticketing systems. • Strong troubleshooting and analytical skills, with the ability to investigate issues beyond scripted responses. • Experience diagnosing and resolving technical or product-related issues directly with customers. • Familiarity with case management or CRM platforms such as Salesforce, Zendesk, or similar tools. • Excellent written and verbal communication skills, including the ability to explain technical concepts to both technical and non-technical audiences. • Strong organizational skills with the ability to manage competing priorities in a fast-paced environment. • Experience with Knowledge-Centered Service (KCS) practices, or a willingness to learn and apply them quickly. • A customer-first mindset, ownership mentality, and commitment to delivering timely, accurate, and empathetic support.

🏖️ Benefits

• Medical, dental, and vision insurance • Remote-flexible workforce • Wellness Programs • 401(k) program with employer match • Flexible paid time off • Generous Parental Leave • Donations for Doers • Pet insurance, legal and identity protection • Tuition reimbursement program