Remote Client Advocate — SaaS Support & Solutions

Blackbaud; United States; Remote; USD 49,000 - 62,000; Full time

Benefits offered by this job

Remote-friendly workforce

Medical, dental, and vision insurance

Wellness Programs

401(k) program with employer match

Flexible paid time off

Generous Parental Leave

Donations for Doers

Pet insurance, legal and identity保护

Job summary

Blackbaud, powering social impact through technology, seeks a Client Advocate, Staff to help customers maximize our platform and deliver meaningful outcomes. You will own cases across phone, chat, and email channels, troubleshoot issues, and collaborate with teams to improve processes.

You will build product expertise, contribute to knowledge bases, and help scale support with AI-powered tools while maintaining a customer-first mindset.

Qualifications

• 2+ years in technical or customer support roles, preferably SaaS.
• Experience supporting customers across phone, chat, and email channels.
• Strong troubleshooting/analytical skills beyond scripted responses.
• Ability to diagnose and resolve technical/product issues with customers.
• Familiarity with case management or CRM tools (Salesforce, Zendesk).
• Excellent written and verbal communication, able to explain tech concepts clearly.
• Strong organizational skills to manage competing priorities.

Responsibilities

• Serve as a trusted resource across phone, chat, and tickets, adapting to customer needs.
• Investigate and resolve product and technical issues through troubleshooting and research.
• Own cases from intake to resolution with timely follow-up and clear communication.
• Balance priorities while maintaining responsiveness, quality, and customer satisfaction.
• Escalate complex issues with concise, actionable summaries for internal teams.
• Develop expertise in YourCause products, integrations, and support processes.
• Create and maintain knowledge base content to improve self-service.
• Identify recurring challenges and partner with teams to improve products and processes.
• Stay current on product enhancements and changes impacting customers.

Skills

Technical support

Customer support

SaaS knowledge

Multi-channel support

Troubleshooting

CRM familiarity

Communication

Prioritization

Tools

Salesforce

Zendesk

Job description

Blackbaud, powering social impact through technology, seeks a Client Advocate, Staff to help customers maximize our platform and deliver meaningful outcomes. You will own cases across phone, chat, and email channels, troubleshoot issues, and collaborate with teams to improve processes.

You will build product expertise, contribute to knowledge bases, and help scale support with AI-powered tools while maintaining a customer-first mindset.