Team Lead, Customer Support at Blackbaud

📍 Job Overview

Job Title: Team Lead, Customer Support
Company: Blackbaud
Location: Hyderabad - India
Job Type: Full-Time
Category: Customer Support & Success
Date Posted: 2025-06-18
Experience Level: Mid-Senior level (2-5 years)
Remote Status: Remote OK (Eligible for shift differential compensation)

🚀 Role Summary

Lead and coach a team of Customer Support agents to achieve KPIs and deliver exceptional customer experiences.
Serve as an escalation point and backup for managers, providing support and guidance to the team.
Review team interactions, identify coaching opportunities, and ensure progress on open tickets.
Conduct performance evaluations, career discussions, and address performance gaps effectively.
Advocate for customers on escalated tickets and during major incidents, providing frontline coverage during peak volumes.
Contribute to knowledge base articles and improve self-service resources.

📝 Enhancement Note: This role requires a balance of strong leadership, communication, and technical troubleshooting skills to effectively manage a team and support customers. Experience in process improvement and a creative problem-solving approach are essential for success in this position.

💻 Primary Responsibilities

Team Leadership & Coaching: Lead, motivate, and coach team members to achieve KPIs and improve performance. Conduct regular performance evaluations and career development discussions.
Escalation Management: Serve as an escalation point and backup for managers, addressing complex customer issues and providing guidance to team members.
Ticket Management & Coaching: Review team interactions and open tickets, identifying coaching opportunities and ensuring progress. Provide feedback through formal coaching evaluations and live observations.
KPI Review & Reporting: Monitor KPIs, supporting metrics, and scheduled reports to proactively address customer needs and coach the team.
Customer Advocacy: Advocate for customers on escalated tickets or during major incidents, ensuring their needs are met and issues are resolved promptly.
Knowledge Base Contribution: Author and publish help content to improve self-service resources and reduce customer effort.
On-Call Rotation: Join a rotation of on-call resources for customers after hours and on weekends, providing 24/7 support as needed.

📝 Enhancement Note: This role requires strong organizational skills and the ability to multitask, prioritize, and manage time effectively to balance team leadership responsibilities, customer support, and knowledge base contributions.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: Proven experience in customer support, team leadership, and process improvement. A background in technical troubleshooting is preferred.

Required Skills:

Proven leadership and coaching skills, with experience managing and developing team members.
Excellent communication skills, both written and verbal, with the ability to compose grammatically correct, concise, and accurate customer responses.
Strong problem-solving skills, with the ability to probe for information and facilitate problem-solving.
Adaptability to stressful or uncertain situations and quick adaptation to change.
Motivation to achieve goals and help others achieve results.
Ability to work US hours (eligible for shift differential compensation).

Preferred Skills:

Previous technical troubleshooting experience.
Proficient in Spanish (a plus).
Advanced level of English.

📝 Enhancement Note: Candidates with experience in customer support, team leadership, and process improvement will be well-suited for this role. A background in technical troubleshooting and proficiency in a second language can provide a competitive advantage.

📊 Web Portfolio & Project Requirements (N/A - Customer Support Role)

Portfolio Essentials: Not applicable for this customer support role.

Technical Documentation: Not applicable for this customer support role.

💵 Compensation & Benefits

Salary Range: INR 8,00,000 - 1,200,000 per annum (Estimated based on market research and role requirements)

Benefits:

Competitive salary and benefits package.
Flexible remote or hybrid work culture.
Opportunities for career development and growth.
A supportive and inclusive work environment.

Working Hours: Full-time, with the ability to work US hours as needed (eligible for shift differential compensation).

📝 Enhancement Note: The estimated salary range is based on market research and role requirements. Final compensation will be determined based on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software & IT Services

Company Size: Medium (5,001-10,000 employees)

Founded: 1981

Team Structure:

The Customer Support team is part of the broader Customer Success organization.
Team Leads report directly to the Customer Success Manager.
The team consists of Customer Support Agents, Team Leads, and Managers, working collaboratively to deliver exceptional customer experiences.

Development Methodology:

Blackbaud follows Agile methodologies for project management and continuous improvement.
The Customer Support team uses ticket management systems and customer relationship management (CRM) tools to track and resolve customer issues.

Company Website: Blackbaud

📝 Enhancement Note: Blackbaud's company culture emphasizes customer focus, innovation, and collaboration. The Customer Support team plays a critical role in delivering exceptional customer experiences and driving customer success.

📈 Career & Growth Analysis

Customer Support Career Level: Mid-Senior level (2-5 years)

Reporting Structure: Team Leads report directly to the Customer Success Manager.

Technical Impact: Team Leads have a significant impact on customer satisfaction, team performance, and process improvement within the Customer Support organization.

Growth Opportunities:

Team Management: With experience and strong performance, Team Leads can progress to Customer Support Manager roles, overseeing multiple teams and driving strategic initiatives.
Specialization: Team Leads can specialize in specific customer segments, product lines, or technical areas, becoming subject matter experts and providing guidance to the broader team.
Cross-functional Roles: Team Leads may explore opportunities in related functions, such as Customer Success Management, Product Management, or Training & Development.

📝 Enhancement Note: Blackbaud offers opportunities for career growth and development within the Customer Support organization and across the broader company. Team Leads can progress to management roles, specialize in specific areas, or explore cross-functional opportunities based on their interests and skills.

🌐 Work Environment

Office Type: Hybrid (Remote and On-site)

Office Location(s): Hyderabad, India (with the ability to work remotely)

Workspace Context:

Blackbaud's hybrid work environment allows for flexibility and a balance between remote work and on-site collaboration.
The Customer Support team works closely together, fostering a collaborative and supportive work culture.
Blackbaud provides the necessary tools and resources for remote work, including laptops, software, and communication platforms.

Work Schedule: Full-time, with the ability to work US hours as needed (eligible for shift differential compensation).

📝 Enhancement Note: Blackbaud's hybrid work environment offers flexibility and a balance between remote work and on-site collaboration. The Customer Support team works closely together, fostering a collaborative and supportive work culture.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, cultural fit, and understanding of the role.
Behavioral Interview: A deeper dive into the candidate's experience, leadership style, and problem-solving approach using behavioral-based questions.
Case Study/Role-Play: A hands-on exercise to evaluate the candidate's ability to manage customer interactions, coach team members, and make data-driven decisions.
Final Interview: A conversation with the hiring manager or a panel of stakeholders to discuss the candidate's fit for the role and the team.

Portfolio Review Tips: Not applicable for this customer support role.

Technical Challenge Preparation: Not applicable for this customer support role.

ATS Keywords: Customer Support, Team Leadership, Coaching, Performance Evaluation, Problem Solving, Technical Troubleshooting, Communication, Process Improvement, Escalation Management, KPI Review, Feedback, Adaptability, Creativity, Goal Achievement, Delegation, Bilingual.

📝 Enhancement Note: Blackbaud's interview process focuses on assessing the candidate's leadership, communication, and problem-solving skills, as well as their cultural fit within the organization. The case study/role-play exercise provides an opportunity for candidates to demonstrate their ability to manage customer interactions and coach team members effectively.

🛠 Technology Stack & Web Infrastructure (N/A - Customer Support Role)

Frontend Technologies: Not applicable for this customer support role.

Backend & Server Technologies: Not applicable for this customer support role.

Development & DevOps Tools: Not applicable for this customer support role.

📝 Enhancement Note: As a customer support role, this position does not require proficiency in specific frontend, backend, or server technologies. However, strong communication, problem-solving, and technical troubleshooting skills are essential for success in this role.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Put customers first and strive to exceed their expectations.
Integrity: Act with honesty and integrity in all interactions with customers, team members, and stakeholders.
Collaboration: Work together to achieve shared goals and support each other's success.
Continuous Learning: Embrace a growth mindset and continuously seek to improve and develop new skills.

Collaboration Style:

Blackbaud fosters a collaborative work environment, with regular team meetings, cross-functional collaboration, and open communication channels.
The Customer Support team works closely together, sharing knowledge, and supporting each other's growth and development.
Blackbaud encourages a culture of continuous learning and improvement, with regular training and development opportunities.

📝 Enhancement Note: Blackbaud's customer support team values customer focus, integrity, collaboration, and continuous learning. The team works closely together, fostering a collaborative and supportive work culture that prioritizes customer success and team growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing complex customer issues and escalations, requiring strong problem-solving and communication skills.
Balancing team leadership responsibilities, customer support, and knowledge base contributions, requiring strong organizational and time management skills.
Adapting to change and quickly learning new information about functionality changes, requiring a growth mindset and continuous learning approach.

Learning & Development Opportunities:

Career Development: Blackbaud offers opportunities for career growth and development within the Customer Support organization and across the broader company.
Training & Certification: Blackbaud provides regular training and development opportunities to help team members build new skills and advance their careers.
Community Involvement: Blackbaud encourages team members to engage with the broader customer support community, attending industry conferences, and participating in online forums and networking events.

📝 Enhancement Note: Blackbaud's customer support team faces technical challenges that require strong problem-solving, communication, and adaptability skills. The team also benefits from various learning and development opportunities, fostering career growth and continuous learning.

💡 Interview Preparation

Technical Questions:

Customer Interaction Scenarios: Describe how you would handle specific customer interaction scenarios, demonstrating your problem-solving, communication, and empathy skills.
Team Leadership & Coaching: Explain your approach to leading and coaching team members, providing examples of successful coaching interventions and their outcomes.
Performance Evaluation: Discuss your experience with performance evaluations, career development discussions, and addressing performance gaps effectively.

Company & Culture Questions:

Blackbaud's Customer Focus: How do you embody Blackbaud's customer focus value in your daily work, and how have you gone above and beyond to exceed customer expectations in the past?
Blackbaud's Collaboration Value: Describe a time when you worked collaboratively with a team to achieve a shared goal, and how you supported your team members' success.
Blackbaud's Continuous Learning Value: Explain how you have embraced a growth mindset and continuously sought to improve and develop new skills in your career.

Portfolio Presentation Strategy: Not applicable for this customer support role.

📝 Enhancement Note: Blackbaud's interview process focuses on assessing the candidate's leadership, communication, problem-solving, and cultural fit skills. The technical questions and company & culture questions provide an opportunity for candidates to demonstrate their understanding of Blackbaud's values and their ability to thrive in the organization's customer-focused, collaborative, and continuously learning work environment.

📌 Application Steps

To apply for this Team Lead, Customer Support position at Blackbaud:

Customize Your Application: Tailor your resume and cover letter to highlight your relevant experience, skills, and achievements in customer support, team leadership, and process improvement.
Prepare for Phone/Video Screen: Brush up on your communication skills and be ready to discuss your experience, leadership style, and understanding of the role.
Research Blackbaud: Familiarize yourself with Blackbaud's mission, values, and customer-focused culture to demonstrate your fit for the organization and the role.
Prepare for Behavioral Interview & Case Study/Role-Play: Reflect on your past experiences and be ready to share specific examples of your problem-solving, leadership, and coaching skills in action.
Final Interview Preparation: Prepare thoughtful questions to ask the hiring manager or panel of stakeholders, demonstrating your interest in the role and the organization.

⚠️ 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.

Team Lead, Customer Support