Remote SaaS Client Advocate — Support & Impact

Blackbaud; Northern (KY); Hybrid; USD 49,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Remote-flexible workforce

Wellness Programs

401(k) with employer match

Flexible paid time off

Parental Leave

Job summary

Blackbaud’s YourCause unit is seeking a Client Advocate, Staff to help customers navigate and maximize our SaaS platform. You will be a trusted partner to nonprofit administrators, blending technical troubleshooting with empathetic customer care to deliver meaningful outcomes.

You will own cases from intake to resolution across phone, chat, and email, collaborate across teams, contribute to knowledge content, and help scale support with AI-assisted tools while maintaining a customer-first

Qualifications

• 2+ years in technical or customer support roles.
• Experience with SaaS products.
• Experience with phone, chat, and email support.
• Familiarity with Salesforce or Zendesk.
• Strong written and verbal communication.

Responsibilities

• Deliver support via phone, chat, and ticketing.
• Investigate and resolve product issues through troubleshooting.
• Own cases from intake to resolution with timely follow-up.
• Escalate complex issues with clear summaries.
• Develop knowledge base content using KCS practices.
• Identify recurring issues and suggest improvements.
• Stay current on product updates and features.

Skills

Technical support

Multi-channel support

CRM platforms

Troubleshooting

Communication

KCS

Tools

Salesforce

Zendesk

Job description

Blackbaud’s YourCause unit is seeking a Client Advocate, Staff to help customers navigate and maximize our SaaS platform. You will be a trusted partner to nonprofit administrators, blending technical troubleshooting with empathetic customer care to deliver meaningful outcomes.

You will own cases from intake to resolution across phone, chat, and email, collaborate across teams, contribute to knowledge content, and help scale support with AI-assisted tools while maintaining a customer-first