Remote Client Advocate for SaaS Support & Impact

Blackbaud; Charleston (SC); On-site; USD 49,000 - 62,000; Full time

Benefits offered by this job

Remote-friendly work

Wellness program

401(k) match

Flexible PTO

Parental leave

Tuition reimbursement

Pet insurance

Job summary

Blackbaud's YourCause unit is seeking a Client Advocate, Staff to guide customers through the platform, resolving issues across phone, chat, and email. You’ll own cases from intake to resolution, document outcomes, and contribute to knowledge base improvements.

Ideal candidates have 2+ years in technical or SaaS support, strong troubleshooting skills, and the ability to explain complex concepts to diverse audiences. Remote-friendly, with a focus on timely, empathetic service.

Qualifications

• 2+ years in technical or customer support for SaaS products.
• Experience handling phone, chat, and email tickets.
• Ability to troubleshoot and explain technical issues clearly.
• Familiarity with CRM platforms like Salesforce or Zendesk.

Responsibilities

• Deliver exceptional customer support across phone, chat and ticketing channels.
• Investigate and resolve product and technical issues.
• Own customer cases from intake through resolution with clear communication and documentation.
• Escalate complex issues with concise summaries to drive resolution.

Skills

SaaS support

Multi-channel support

Troubleshooting

Communication skills

Customer empathy

KCS knowledge

Tools

Salesforce

Zendesk

Job description

Blackbaud's YourCause unit is seeking a Client Advocate, Staff to guide customers through the platform, resolving issues across phone, chat, and email. You’ll own cases from intake to resolution, document outcomes, and contribute to knowledge base improvements.

Ideal candidates have 2+ years in technical or SaaS support, strong troubleshooting skills, and the ability to explain complex concepts to diverse audiences. Remote-friendly, with a focus on timely, empathetic service.