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Manager, Customer Support

4 days, 21 hours ago
United States, Canada
Full-time
Lead
Customer Support
Customer and Technical Support
Apply Now
Bloomerang

Bloomerang

Bloomerang provides nonprofit organizations with integrated software solutions for fundraising, donor and volunteer management, enabling them to enhance donor relationships, increase retention, and effectively mobilize volunteers to support their missi...

Specialized Consumer Services
251-1K
Founded 2012
View All Jobs 10

Description

  • Own daily and weekly performance across support channels, including email, chat, and phone.
  • Manage capacity, volume, and priorities to prevent issues before they affect service levels.
  • Ensure customers receive clear, accurate, and empathetic support during routine and high-volume periods.
  • Use data to identify and communicate trends, risks, and opportunities.
  • Lead, coach, and develop a team of Support Specialists with a focus on accountability and growth.
  • Set clear expectations, recognize strong performance, and address gaps early.
  • Foster a culture of ownership, curiosity, and customer empathy.
  • Partner with Support Operations, Enablement, and Knowledge teams to adopt and improve AI-assisted support.
  • Maintain workflows that balance speed, accuracy, and customer experience.
  • Translate customer pain points into actionable feedback for internal teams.
  • Communicate clearly with stakeholders at multiple levels.

Requirements

  • 3+ years of experience managing teams in a customer support environment.
  • Track record of driving both performance and engagement.
  • Experience coaching and mentoring early-career professionals.
  • Strong written and verbal communication skills.
  • Ability to take proactive ownership and bring solutions to issues.
  • Ability to lead with urgency in high-stakes or peak periods.
  • Experience using metrics and trends to drive decisions.
  • Strong judgment to balance immediate action with long-term tradeoffs.
  • Ability to use AI and systems to improve efficiency without sacrificing quality.
  • Preferred: experience supporting SaaS products.
  • Preferred: exposure to AI-powered support tools or automation.
  • Preferred: comfort partnering cross-functionally with Product, Engineering, and other customer-facing teams.
  • Preferred: experience leading through change or growth.
  • Permanent, full-time role; remote within the U.S. and select Canadian provinces only.
  • No visa sponsorship or relocation assistance available.

Benefits

  • Salary range of $56,100 to $80,000.
  • Eligible for a discretionary bonus.
  • Generous health, vision, and dental insurance options.
  • Access to HealthiestYou for 24/7 confidential doctor access.
  • 20 PTO days, 3 flex days, 4 volunteer days, and 12 paid holidays.
  • Paid parental leave.
  • 401(k) match.
  • Equipment shipped to your door.

Interested in this position?

Apply directly on the company website

Apply Now

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