📍 Job Overview

Job Title: Manager, Customer Support & Delivery
Company: Blackbaud
Location: Remote - Costa Rica
Job Type: Full-Time
Category: Customer Support & Delivery Management
Date Posted: 2025-06-11
Experience Level: 5-10 years
Remote Status: Remote OK

🚀 Role Summary

Strategic Leadership: Drive multiple teams in business-to-business practices, ensuring effective service delivery to Blackbaud customers.
Performance Management: Monitor and improve performance trends, achieve departmental objectives, and foster employee growth.
Customer Escalations: Handle customer escalations, refine service models, and collaborate with cross-functional teams to enhance customer experience.
Change Management: Promote change management initiatives, cascade information, and ensure consistent service delivery across teams.

📝 Enhancement Note: This role requires a strategic mindset, strong leadership skills, and the ability to navigate complex, cross-functional environments. Familiarity with B2B customer support, CRM platforms, and service management frameworks is essential for success in this position.

💻 Primary Responsibilities

Team Leadership: Serve as an employer representative for multiple direct and indirect reports, partnering with HR and direct managers to achieve departmental objectives and support employee development.
Performance Analysis: Review data to identify trends, improve performance, and drive operational-level agreements, metrics, and other data to effectively service Blackbaud customers.
Volume Management: Identify incoming volume drivers, develop strategies to prevent additional incoming volume, and guide strategies on self-service content.
Process Improvement: Document and refine processes, procedures, and recommendations to improve customer delight, employee engagement, or operational efficiency.
Customer Escalation Management: Manage customer escalations to resolution, share and apply lessons learned, and communicate effectively with customers, peers, and vendors.
Employee Engagement: Foster a work environment that strengthens and cultivates employee engagement, diversity and inclusiveness, and career growth.

📝 Enhancement Note: This role involves a high level of strategic planning, data analysis, and cross-functional collaboration. Strong communication skills, problem-solving abilities, and the capacity to work effectively in changing situations are crucial for success.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business Administration, Management, or a related field. Relevant experience may substitute for formal education.

Experience: Minimum 5 years of experience in a B2B customer support environment, with a proven track record of managing and mentoring team leads (minimum 2 years in a supervisory or managerial role).

Required Skills:

Strong understanding of B2B client expectations, including SLAs, escalation handling, and account-specific support strategies.
Experience with CRM platforms (e.g., Salesforce, Zendesk, HubSpot) and customer support tools.
Fluency in reading, writing, and speaking in both English and Spanish.
Demonstrated ability to be diplomatic, tactful, and creative in dealing with diverse people.
Proven ability to ask critical, insightful questions and probe for information to facilitate problem-solving.

Preferred Skills:

Experience managing resources in multiple regions.
Familiarity with knowledge management or digital self-service tools.
Familiarity with ITIL, Six Sigma, or other service management frameworks.
Demonstrated ability to create effective strategies for complex cross-organization projects.
Demonstrated ability to integrate unrelated information and develop highly creative, strategic approaches.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: $80,000 - $120,000 USD per year (based on market research for B2B Customer Support Managers in Costa Rica with 5-10 years of experience)

Benefits:

Comprehensive health, dental, and vision insurance
Retirement savings plan with company match
Generous time off and flexible work arrangements
Employee discounts and other perks

Working Hours: Full-time, typically 40 hours per week, with flexibility for project deadlines and maintenance windows

📝 Enhancement Note: The salary range is an estimate based on market research for similar roles in Costa Rica. Benefits may vary based on the employee's location and individual circumstances.

🎯 Team & Company Context

Company Culture: Blackbaud is a digital-first company that embraces a flexible remote or hybrid work culture. They are committed to maintaining an inclusive work environment and support hiring and career development for all roles from the location you are in today!

Industry: Blackbaud operates in the software industry, providing cloud-based solutions for nonprofits and foundations worldwide. This role focuses on business-to-business practices, ensuring effective service delivery to Blackbaud customers.

Company Size: Blackbaud is a large organization with over 4,000 employees worldwide, providing ample opportunities for career growth and development.

Founded: 1981, with a rich history in serving the nonprofit sector and a strong commitment to social responsibility.

Team Structure:

The Customer Support & Delivery team consists of multiple teams, each with various job levels ranging from Associates to Team Leads.
The team provides frontline response to customers or consumers using Blackbaud solutions, identifies and triages incidents or software defects, and offers advanced support to identify and resolve complex issues.

Development Methodology:

Blackbaud follows Agile methodologies, focusing on continuous improvement, customer satisfaction, and delivering high-quality solutions.
The company encourages cross-functional collaboration, knowledge sharing, and a culture of innovation.

Company Website: Blackbaud

📝 Enhancement Note: Blackbaud's commitment to a flexible work environment, inclusive culture, and focus on social responsibility make it an attractive employer for customer support professionals seeking a meaningful and engaging career.

📈 Career & Growth Analysis

Customer Support & Delivery Manager Career Level: This role is responsible for leading multiple teams in business-to-business practices, ensuring effective service delivery to customers. The manager is accountable for achieving departmental objectives, fostering employee growth, and driving operational excellence.

Reporting Structure: The Manager, Customer Support & Delivery reports directly to the Director of Customer Support & Delivery and is responsible for multiple direct and indirect reports, including team leads and associates.

Technical Impact: This role has a significant impact on Blackbaud's customer experience, ensuring high levels of customer satisfaction and retention. The manager's strategic decisions and leadership directly influence the performance of the customer support teams and the overall success of the organization.

Growth Opportunities:

Team Expansion: As Blackbaud continues to grow, there may be opportunities for the manager to expand their team, taking on additional responsibilities and leading larger teams.
Cross-functional Projects: Collaborating with other departments, such as Product or Marketing, can provide opportunities for the manager to gain exposure to different aspects of the business and drive strategic initiatives.
Career Progression: With experience and proven success in the role, the manager may have the opportunity to advance to a director-level position or take on a broader leadership role within the organization.

📝 Enhancement Note: Blackbaud's large employee base and commitment to employee development provide ample opportunities for career growth and progression within the organization.

🌐 Work Environment

Office Type: Remote-first, with a flexible work arrangement that allows employees to work from their preferred location.

Office Location(s): Blackbaud has multiple offices worldwide, but this role is remote-based, with employees working from their preferred location in Costa Rica.

Workspace Context:

Remote Collaboration: Blackbaud uses various collaboration tools, such as Microsoft Teams and Slack, to facilitate communication and collaboration among remote team members.
Work-from-Home Setup: Employees are expected to have a suitable home office setup, including a reliable internet connection, a comfortable workspace, and the necessary equipment to perform their job functions effectively.
Team Interaction: Blackbaud encourages regular team meetings, one-on-ones, and virtual team-building activities to foster a sense of community and connection among remote team members.

Work Schedule: Full-time, typically 40 hours per week, with flexibility for project deadlines and maintenance windows. Blackbaud offers a flexible work arrangement, allowing employees to balance their work and personal responsibilities.

📝 Enhancement Note: Blackbaud's remote-first work environment requires strong self-motivation, time management skills, and the ability to work effectively in a virtual team setting.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to assess the candidate's fit for the role and Blackbaud's company culture.
Behavioral Interview: A more in-depth discussion focused on the candidate's experience, skills, and fit for the role. This may include situational and behavioral questions to evaluate the candidate's problem-solving abilities and leadership style.
Case Study: A case study or project-based assessment to evaluate the candidate's ability to analyze data, develop strategies, and make informed decisions in a customer support context.
Final Interview: A meeting with the hiring manager and other key stakeholders to discuss the candidate's fit for the role, address any remaining questions, and make a final hiring decision.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords:

Customer Support: Customer Service, Customer Experience, Customer Satisfaction, Customer Retention, Customer Escalation, Customer Feedback, Customer Interaction, Customer Communication
Leadership: Team Management, Team Leadership, Strategic Planning, Performance Management, Employee Development, Employee Engagement, Change Management, Cross-functional Collaboration
B2B: Business-to-Business, Client Relationship Management, Account Management, Vendor Management, Strategic Partnerships, Business Development
CRM: Customer Relationship Management, Salesforce, Zendesk, HubSpot, CRM Software, CRM Systems
Service Management: ITIL, Six Sigma, Service Level Agreement, Operational Level Agreement, Service Delivery, Service Improvement, Service Quality, Service Performance

📝 Enhancement Note: Blackbaud's interview process is designed to assess the candidate's technical skills, problem-solving abilities, leadership style, and cultural fit. Preparation should focus on demonstrating relevant experience, providing specific examples of achievements, and showcasing a strong understanding of Blackbaud's business and the customer support industry.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support & Delivery Values:

Customer Focus: Blackbaud prioritizes customer satisfaction and retention, ensuring that all teams are aligned with the goal of delivering exceptional customer experiences.
Collaboration: Blackbaud fosters a culture of collaboration, encouraging cross-functional teamwork, knowledge sharing, and collective problem-solving.
Innovation: Blackbaud encourages continuous learning, experimentation, and the adoption of new technologies to drive operational excellence and enhance the customer experience.
Integrity: Blackbaud upholds the highest ethical standards, promoting honesty, transparency, and accountability in all aspects of the business.

Collaboration Style:

Cross-functional Integration: Blackbaud encourages collaboration between customer support teams and other departments, such as Product, Marketing, and Sales, to ensure consistent messaging, efficient issue resolution, and continuous improvement.
Code Review Culture: Blackbaud values a culture of continuous learning and improvement, encouraging team members to review each other's work, provide feedback, and share best practices.
Knowledge Sharing: Blackbaud fosters a culture of knowledge sharing, encouraging team members to document their work, share resources, and mentor others to build a collective understanding of the business and industry trends.

📝 Enhancement Note: Blackbaud's customer support culture emphasizes customer focus, collaboration, innovation, and integrity, providing a supportive and engaging work environment for customer support professionals.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Volume Management: Identifying and addressing incoming volume drivers, developing strategies to prevent additional incoming volume, and guiding strategies on self-service content.
Performance Optimization: Continuously improving performance metrics, operational-level agreements, and other data to effectively service Blackbaud customers and enhance the customer experience.
Change Management: Effectively communicating and partnering with leaders, peers, principals, and vendors to promote change management initiatives and ensure consistent service delivery across teams.
Customer Escalation: Managing customer escalations to resolution, sharing and applying lessons learned, and communicating effectively with customers, peers, and vendors.

Learning & Development Opportunities:

Team Expansion: As Blackbaud continues to grow, there may be opportunities for the manager to expand their team, taking on additional responsibilities and leading larger teams.
Cross-functional Projects: Collaborating with other departments, such as Product or Marketing, can provide opportunities for the manager to gain exposure to different aspects of the business and drive strategic initiatives.
Career Progression: With experience and proven success in the role, the manager may have the opportunity to advance to a director-level position or take on a broader leadership role within the organization.

📝 Enhancement Note: Blackbaud's large employee base and commitment to employee development provide ample opportunities for career growth and progression within the organization. The role presents various challenges and learning opportunities for customer support professionals seeking to develop their leadership skills and advance their careers.

💡 Interview Preparation

Technical Questions:

Customer Support Strategy: Describe your approach to managing incoming volume, preventing additional incoming volume, and guiding strategies on self-service content.
Performance Improvement: How have you identified and addressed performance gaps in your previous roles? What metrics have you used to track progress and measure success?
Change Management: Can you provide an example of a successful change management initiative you've led? How did you communicate the change, engage stakeholders, and measure its impact?
Customer Escalation Management: How have you handled customer escalations in previous roles? What strategies have you used to resolve complex customer issues and maintain customer satisfaction?

Company & Culture Questions:

Blackbaud Culture: How do you think your leadership style and work approach align with Blackbaud's company culture and values?
Customer Support Evolution: How do you see the customer support industry evolving in the next 5-10 years? What trends and technologies do you think will shape the future of customer support?
Blackbaud's Impact: How do you think your role as a Customer Support & Delivery Manager will contribute to Blackbaud's overall success and customer satisfaction?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Blackbaud's interview process focuses on assessing the candidate's technical skills, problem-solving abilities, leadership style, and cultural fit. Preparation should focus on demonstrating relevant experience, providing specific examples of achievements, and showcasing a strong understanding of Blackbaud's business and the customer support industry.

📌 Application Steps

To apply for the Manager, Customer Support & Delivery position at Blackbaud:

Submit Your Application: Click on the 'Apply' button on the job listing to submit your resume and cover letter.
Tailor Your Resume: Highlight your relevant experience in B2B customer support, team leadership, and strategic planning. Emphasize your achievements, problem-solving abilities, and leadership style.
Prepare for Phone Screen: Research Blackbaud's company culture, mission, and values. Be ready to discuss your fit for the role and the organization.
Prepare for Behavioral Interview: Reflect on your past experiences, successes, and challenges in customer support and team leadership roles. Develop specific examples to demonstrate your skills and accomplishments.
Prepare for Case Study: Familiarize yourself with Blackbaud's business, customer support processes, and industry trends. Develop a strategic approach to analyzing data, developing strategies, and making informed decisions in a customer support context.
Prepare for Final Interview: Research Blackbaud's leadership team, company structure, and strategic initiatives. Be ready to discuss your fit for the role, address any remaining questions, and make a strong impression on the hiring manager and other stakeholders.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Blackbaud before making application decisions.

Manager, Customer Support & Delivery