Blackbaud

About the Role

At YourCause from Blackbaud, our mission is to power social impact through technology. As a Client Advocate, Staff, you'll play a critical role in helping customers successfully navigate and maximize our platform. You'll serve as a trusted partner to employees and nonprofit administrators, combining technical troubleshooting with exceptional customer care to deliver meaningful outcomes.

In this role, you'll take ownership of customer issues from initial contact through resolution, working across phone, chat, and email channels to solve problems, share knowledge, and create positive customer experiences. You'll collaborate across teams, identify opportunities for improvement, and help shape how we deliver support at scale.

If you're energized by solving problems, learning new technologies, and helping others succeed, we'd love to hear from you.

• Serve as a trusted resource for customers across phone, chat, and ticketing channels, adapting your approach to meet each customer's needs.
• 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 a strong focus on responsiveness, quality, and customer satisfaction.
• Escalate complex issues effectively, providing concise and actionable summaries that help internal teams drive resolution.

• Develop expertise in YourCause products, integrations, support processes, and customer workflows.
• Create and maintain knowledge base content using KCS practices to improve self-service and share solutions across the organization.
• Identify recurring customer challenges and trends, partnering with internal teams to improve products, processes, and the overall customer experience.
• Stay current on product enhancements, new features, and changes that impact customers.

• Leverage internal tools, automation, and AI-powered resources to improve efficiency and deliver faster, higher-quality support.
• Apply sound judgment and critical thinking when utilizing AI and support technologies.
• Continuously seek opportunities to improve workflows, enhance customer experiences, and expand your own knowledge and skills.
• Contribute to a culture of accountability, collaboration, and continuous learning.
  

• 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.