Senior FE Customer Support Specialist — Remote

Blackbaud; United States; Hybrid; USD 61,000 - 78,000; Full time

Benefits offered by this job

Medical insurance

Remote work option

Wellness programs

401(k) match

Flexible PTO

Parental leave

Donations for Doers

Pet insurance

Tuition reimbursement

Job summary

Blackbaud is seeking a Financial Edge Customer Support, Senior Specialist in the United States. You will own advanced cases, triage defects, and contribute to knowledge base content to empower customer self-service.

Work with leadership to drive initiatives, mentor frontline agents, and support cross-functional projects while maintaining service quality and customer satisfaction. Remote-friendly and collaborative team culture are emphasized.

Qualifications

• 2–4 years of experience using, supporting, or consulting on Blackbaud Financial Edge software.
• Experience in a Customer Support Senior level role.
• Ability to work assigned schedules, including after-hours, weekends, or holidays as required by business needs.

Responsibilities

• Quickly resolving or triaging incidents and complex cases to reduce time-to-close.
• Mentor frontline and tenured agents and assist Team Leads and Managers with projects.
• File defect tickets to Sustained Engineering and RDO; participate in triage meetings with the Principal.
• Act as a backup to the Principal and coach across FE resources to improve support quality.

Skills

Blackbaud FE

Customer support

Job description

Blackbaud is seeking a Financial Edge Customer Support, Senior Specialist in the United States. You will own advanced cases, triage defects, and contribute to knowledge base content to empower customer self-service.

Work with leadership to drive initiatives, mentor frontline agents, and support cross-functional projects while maintaining service quality and customer satisfaction. Remote-friendly and collaborative team culture are emphasized.