Manager, Customer Support & Delivery - Enhanced Job Description

📍 Job Overview

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

🚀 Role Summary

The Manager, Customer Support & Delivery role at Blackbaud is accountable for leading multiple teams in business-to-business practices, typically leading a team of 60+ direct or indirect reports working remotely. Your team will be comprised of various job levels ranging from Associates to Team Leads, providing either frontline response to customers or consumers using Blackbaud solutions or more advanced support to identify and triage incidents or software defects for Blackbaud solutions and their ancillary integrations.

💻 Primary Responsibilities

🌟 Team Leadership & Management

• Lead and manage multiple teams in Costa Rica, in partnership with the direct manager and HR, serving as the employer representative.
• Work with employees to achieve departmental objectives in strategic initiatives, team metrics, or career and professional development of their employees.
• Actively review data to identify performance trends and improve the performance of their teams, collaborating with other managers, team leads, and directors to achieve departmental-level goals.
• Responsible for hiring decisions, career development of their teams, promotion decisions, quarterly performance reviews, and ensuring continuous improvements in employee engagement.

🌟 Strategic Planning & Execution

• Identify incoming volume drivers, develop and execute strategies to effectively prevent additional incoming volume, and guide strategies on self-service content.
• Serve as a point for customer escalations and actively participate in refining and implementing the overall strategic vision within the entire support organization.
• Review and drive performance of operational-level agreements, metrics, and other data to effectively service Blackbaud customers.
• Collaborate with Support Managers and Team Leads to ensure consistent service delivery and quality in a timely manner, particularly regarding levels of service and effective execution of the support model, through random quality evaluations of their teams’ interactions with customers.

🌟 Stakeholder Communication & Change Management

• Effectively communicate and partner with leaders, peers, Principals, and/or vendors to promote change management and the importance of effectively cascading information.
• Document or refine processes and procedures, making recommendations for improvement to either improve customer delight, employee engagement, or operational efficiency.
• Manage customer escalations to resolution, share and apply lessons learned.
• Provide a work environment that strengthens and cultivates employee engagement, diversity and inclusiveness, and career growth, and where team members feel valued and motivated.

🎓 Skills & Qualifications

🎓 Education & Experience

• Minimum 5 years of experience in a B2B customer support environment, preferably in a contact center or SaaS-based service model.
• Proven track record of managing and mentoring team leads (minimum 2 years in a supervisory or managerial role).
• 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.

🎓 Required Skills

• Fluent in reading, writing, and speaking in both English and Spanish (required).
• Demonstrated ability to be diplomatic and tactful in dealing with diverse people.
• Enthusiastic and creative leader with the ability to inspire others.
• Demonstrated ability to communicate information in a form well matched and received by intended audience.
• Proven ability to ask critical, insightful questions and probe for information to facilitate problem solving.
• Demonstrated ability to act as a calming and settling influence in tense situations. Is looked to by others for directions and guidance.
• Demonstrated ability to work effectively in situations characterized by continual change.
• Proven ability to quickly and efficiently identify key issues or variables to consider in making important decisions.
• Demonstrated ability to anticipate obstacles or problems. Takes timely steps to minimize impact on intended results.

🎓 Preferred Skills

• Experience with 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.
• Demonstrated ability to create long-term strategies that anticipate customer needs/expectations.

📊 Web Portfolio & Project Requirements

• Portfolio Essentials: Not applicable for this role.
• Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

• Salary Range: $75,000 - $95,000 USD (based on Costa Rica market standards and experience level)
• Benefits:
  • Comprehensive health, dental, and vision insurance
  • Retirement savings plan with company match
  • Employee stock purchase plan
  • Generous paid time off and holidays
  • Flexible work arrangements and remote work options
  • Employee discounts and perks
  • Professional development opportunities and tuition reimbursement
  • Employee assistance programs

🎯 Team & Company Context

🏢 Company Culture

• Industry: Software as a Service (SaaS) - Nonprofit Technology
• Company Size: Medium (1,001-5,000 employees)
• Founded: 1981
• Team Structure:
  • The Customer Support & Delivery team consists of multiple teams in Costa Rica, with various job levels ranging from Associates to Team Leads.
  • The team works remotely and collaborates with other departments, such as Support Managers and Team Leads, to ensure consistent service delivery and quality.
• Development Methodology:
  • Agile methodologies and continuous improvement processes are used to drive performance and service quality.
  • Blackbaud employs a customer-centric approach, focusing on customer delight and satisfaction.

📈 Career & Growth Analysis

• Web Technology Career Level: Mid-level to Senior Management
• Reporting Structure: Reports directly to the Director of Customer Support & Delivery, with multiple direct and indirect reports.
• Technical Impact: Responsible for driving performance metrics, customer escalation management, and employee engagement initiatives, directly impacting Blackbaud's customer satisfaction and support operations.

🌐 Work Environment

• Office Type: Remote work environment with occasional on-site meetings and team-building events.
• Office Location(s): Costa Rica (Remote)
• Workspace Context:
  • Remote work requires a dedicated, quiet workspace with reliable internet connectivity.
  • Blackbaud provides remote work equipment and tools to ensure productivity and collaboration.
  • The team uses various communication and collaboration platforms, such as Microsoft Teams, to facilitate daily interactions and project management.

📄 Application & Technical Interview Process

• Interview Process:
  • Phone or video screening to assess communication skills and cultural fit.
  • Behavioral and situational interviews to evaluate problem-solving skills, leadership potential, and management style.
  • Final interview with the hiring manager and/or other senior leaders to discuss the role's fit and expectations.
• Portfolio Review Tips: Not applicable for this role.
• Technical Challenge Preparation: Not applicable for this role.

🛠 Technology Stack & Web Infrastructure

• Frontend Technologies: Not applicable for this role.
• Backend & Server Technologies: Not applicable for this role.
• Development & DevOps Tools: Not applicable for this role.

👥 Team Culture & Values

• Customer Support & Delivery Values:
  • Customer-centric approach and focus on customer delight.
  • Continuous improvement and process optimization.
  • Collaboration and teamwork across departments and teams.
  • Accountability and ownership for individual and team performance.
• Collaboration Style:
  • Cross-functional collaboration with other departments, such as Support Managers and Team Leads, to ensure consistent service delivery and quality.
  • Knowledge sharing and best practice documentation to drive performance and skill development.
  • Regular team meetings and one-on-one check-ins to foster open communication and employee engagement.

⚡ Challenges & Growth Opportunities

• Technical Challenges:
  • Managing a remote, multilingual team with diverse job levels and skill sets.
  • Balancing customer escalation management, performance improvement, and employee engagement initiatives.
  • Driving operational-level agreements, metrics, and other data to effectively service Blackbaud customers.
• Learning & Development Opportunities:
  • Professional development opportunities and tuition reimbursement for management and leadership skills.
  • Internal mobility and career progression paths within Blackbaud's global organization.
  • Networking and mentoring opportunities with industry experts and senior leaders.

💡 Interview Preparation

• Technical Questions: Not applicable for this role.
• Company & Culture Questions:
  • Prepare for behavioral and situational interview questions focused on leadership, management, and problem-solving skills.
  • Research Blackbaud's company culture, values, and mission to demonstrate cultural fit and alignment with the organization's goals.
  • Prepare questions for the interviewer to showcase your interest in the role and Blackbaud's customer support and delivery initiatives.

📌 Application Steps

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

1. Submit your application through the application link provided.
2. Tailor your resume and cover letter to highlight your relevant experience, skills, and achievements in B2B customer support, team management, and strategic planning.
3. Prepare for phone or video screening, behavioral and situational interviews, and the final interview with the hiring manager and/or senior leaders.
4. Research Blackbaud's company culture, values, and mission to demonstrate cultural fit and alignment with the organization's goals.

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