Manager - Customer Support & Delivery

The Manager, Customer Support & Delivery position is accountable for leading multiple teams in business-to-business practices.  Typically leading a team of 60+ direct or indirect reports working remotely.  Your team will be comprised of various job levels ranging from Associates to Team Leads that provide either frontline response to customers or consumers using Blackbaud solutions or more advanced support to identify and triage incidents or software defects for Blackbaud solutions and their ancillary integrations.   

What you'll do: 

• Serve in the capacity of employer representative for multiple direct and indirect reports for teams in Costa Rica, in partnership with the direct manager and HR.

• Work with their employees to achieve departmental objectives in strategic initiatives, team metrics, or career and professional development of their employees.  

• Actively review data to identify and improve performance trends and are responsible for both improving the performance of their teams and working collaboratively with other managers, team leads, and directors to achieve departmental-level goals.  

• Identify incoming volume drivers, develop and execute strategies to effectively prevent additional incoming volume, and guide strategies on self-service content.  

• Responsible for hiring decisions, career development of their teams, promotion decisions, quarterly performance reviews and ensuring continuous improvements in employee engagement.  

• Serve as a point for customer escalations and will actively participate in refining and implementing the overall strategic vision within the entire support organization.  

• Review and drive performance of operational-level agreements, metrics, and other data to effectively service Blackbaud customers. 

• Collaborate with Support Managers and Team Leads  to ensure consistent service delivery and quality in a timely manner, particularly regarding levels of service and effective execution of the support model, through random quality evaluations of their teams’ interactions with customers. 

•  Effectively communicate and partner with leaders, peers, Principals and/or vendors to promote change management and the importance of effectively cascading information.

• Document or refine processes and procedures, making recommendations for improvement to either improve customer delight, employee engagement, or operational efficiency.

• Manage customer escalations to resolution, share and apply lessons learned.

• Provide a work environment that strengthens and cultivates employee engagement, diversity and inclusiveness, and career growth, and where team members feel valued and motivated. 

What you'll bring:  

• Minimum 5 years of experience in a B2B customer support environment, preferably in a contact center or SaaS-based service model. 

• Proven track record of managing and mentoring team leads (minimum 2 years in a supervisory or managerial role).

• Strong understanding of B2B client expectations, including SLAs, escalation handling, and account-specific support strategies. 

• Experience with CRM platforms (e.g., Salesforce, Zendesk, HubSpot) and customer support tools. 

• Fluent in reading, writing, and speaking in both English and Spanish required.

• Demonstrated ability to be diplomatic and tactful in dealing with diverse people.

• Enthusiastic and creative leader with the ability to inspire others.

• Demonstrated ability to communicate information in a form well matched and received by intended audience.

• Proven ability to ask critical, insightful questions and probe for information to facilitate problem solving.

• Demonstrated ability to act as a calming and settling influence in tense situations. Is looked to by others for directions and guidance.

• Demonstrated ability to work effectively in situations characterized by continual change.

• Proven ability to quickly and efficiently identify key issues or variables to consider in making important decisions.

• Demonstrated ability to anticipate obstacles or problems. Takes timely steps to minimize impact on intended results.

Preferred: 

• Experience with managing resources in multiple regions.

• Familiarity with knowledge management or digital self service tools.

• Familiarity with ITIL, Six Sigma, or other service management frameworks. 

• Demonstrated ability to create effective strategies for complex cross-organization projects.

• Demonstrated ability to integrate unrelated information and develop highly creative, strategic approaches.

• Demonstrated ability to create long term strategies that anticipate customer needs/expectations. 

#LI-REMOTE

Stay up to date on everything Blackbaud, follow us on Linkedin, X, Instagram, Facebook and YouTube ​

Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture.  Blackbaud supports hiring and career development for all roles from the location you are in today!

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.