YourCause Client Advocate, Staff

What You'll Do

• 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

• 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.
• 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.

Pay

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