YourCause Client Advocate, Staff

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

Client Advocate, Staff

About the Role

At YourCause from Blackbaud, our mission is to power social impact through technology.

As a Client Advocate, Staff, you'll play a critical role in helping customers successfully navigate and maximize our platform. You'll serve as a trusted partner to employees and nonprofit administrators, combining technical troubleshooting with exceptional customer care to deliver meaningful outcomes.

In this role, you'll take ownership of customer issues from initial contact through resolution, working across phone, chat, and email channels to solve problems, share knowledge, and create positive customer experiences.

You'll collaborate across teams, identify opportunities for improvement, and help shape how we deliver support at scale. If you're energized by solving problems, learning new technologies, and helping others succeed, we'd love to hear from you.

What You'll Do

• Deliver Exceptional Customer Support: Serve as a trusted resource for customers across phone, chat, and ticketing channels, adapting your approach to meet each customer's needs.
• Investigate and resolve product and technical issues through troubleshooting, research, and root cause analysis.
• Own customer cases from intake through resolution, ensuring timely follow-up, clear communication, and accurate documentation.
• Balance multiple priorities while maintaining a strong focus on responsiveness, quality, and customer satisfaction.
• Escalate complex issues effectively, providing concise and actionable summaries that help internal teams drive resolution.
• Drive Continuous Improvement: Develop expertise in YourCause products, integrations, support processes, and customer workflows.
• Create and maintain knowledge base content using KCS practices to improve self-service and share solutions across the organization.
• Identify recurring customer challenges and trends, partnering with internal teams to improve products, processes, and the overall customer experience.
• Stay current on product enhancements, new features, and changes that impact customers.
• Embrace Technology and Innovation: Leverage internal tools, automation, and AI-powered resources to improve efficiency and deliver faster, higher-quality support.
• Apply sound judgment and critical thinking when utilizing AI and support technologies.
• Continuously seek opportunities to improve workflows, enhance customer experiences, and expand your own knowledge and skills.
• Contribute to a culture of accountability, collaboration, and continuous learning.

What You'll Bring

• 2+ years of experience in technical support, customer support, IT help desk, or contact center environments, preferably supporting SaaS products.
• Experience assisting customers through multiple support channels, including phone, chat, and ticketing systems.
• Strong troubleshooting and analytical skills, with the ability to investigate issues beyond scripted responses.
• Experience diagnosing and resolving technical or product-related issues directly with customers.
• Familiarity with case management or CRM platforms such as Salesforce, Zendesk, or similar tools.
• Excellent written and verbal communication skills, including the ability to explain technical concepts to both technical and non-technical audiences.
• Strong organizational skills with the ability to manage competing priorities in a fast-paced environment.
• Experience with Knowledge-Centered Service (KCS) practices, or a willingness to learn and apply them quickly.
• A customer-first mindset, ownership mentality, and commitment to delivering timely, accurate, and empathetic support.

Stay up to date on everything Blackbaud, follow us on Linkedin, Twitter, Instagram, Facebook and YouTube Blackbaud powers social impact through purpose-driven technology and responsible AI. Guided by our Intelligence for Good vision, we're building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and 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.

The starting base pay is $48,600.00 to $62,100.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.

Benefits

• Medical, dental, and vision insurance
• Remote-flexible workforce
• Wellness Programs
• 401(k) program with employer match
• Flexible paid time off
• Generous Parental Leave
• Donations for Doers
• Pet insurance, legal and identity protection
• Tuition reimbursement program

Blackbaud (NASDAQ: BLKB) is the world's leading cloud software company powering social good. Serving the entire social good community - nonprofits, foundations, corporations, education institutions, healthcare institutions and individual change agents - Blackbaud connects and empowers organizations to increase their impact through software, services, expertise, and data intelligence. Serving the industry for more than three decades, Blackbaud is headquartered in Charleston, South Carolina and has operations in the United States, Australia, Canada, and the United Kingdom.