Blackbaud
Website:
blackbaud.com
Job details:
The B2C Customer Support team supports all Fundraisers, Donors, and Crowdfunders using the JustGiving platform. As experts in everything JustGiving, the team brings energy, empathy, and deep product knowledge to help our customers succeed. We provide support through email, live chat, online help, and occasionally by phone, ensuring every customer receives timely, thoughtful, and effective assistance.
The B2C Customer Support Team Lead plays a pivotal role in the success of this function. You’ll be accountable for the operational performance of the Consumer Support team—driving service quality, efficiency, and continuous improvement—while developing a high performing, motivated team that consistently delivers exceptional customer experiences.
What You’ll Be Doing
- Serve as a subject matter expert across all B2C customer journeys, enabling the team to build deep product knowledge and deliver consistently high quality support.
- Act as the primary escalation point for complex issues and customer complaints, ensuring swift, effective, and customer centric resolutions.
- Oversee day to day operational planning, including queue management, workload distribution, and real time prioritisation to maintain service levels.
- Coach, mentor, and develop team members through regular 1:1s, actionable feedback, and structured performance reviews.
- Own and continuously improve key performance metrics, such as response times, customer satisfaction, and resolution efficiency.
- Champion the adoption and effective use of AI, automation, and support tools to enhance team productivity, consistency, and customer experience.
- Identify and drive process improvements, partnering with cross functional teams to reduce manual effort and streamline workflows.
- Lead team performance management activities, including development planning, goal setting, and supporting team members in achieving their growth objectives.
What You'll Bring
- Demonstrable experience in customer support, including people management or senior operational responsibility in a customer facing environment.
- More than 4 years’ experience leading or developing small to mid sized teams, ideally within a fast paced B2C support setting.
- Extremely organised, motivated, and comfortable operating in a fast moving, constantly changing environment, with the ability to bring structure and clarity to your team.
- Customer obsessed mindset, with a strong commitment to delivering exceptional experiences and advocating for customer needs.
- Strong operational awareness, able to balance service levels, team capacity, and shifting priorities with confidence and sound judgement.
- Excellent communication skills, capable of delivering clear guidance, constructive feedback, and empathetic support to team members.
- Data driven approach, using metrics and insights to inform decisions, identify trends, and drive continuous improvement.
- Skilled in conflict resolution and escalation management, able to navigate complex customer issues calmly and effectively.
- A natural coach and people developer, passionate about helping others grow, succeed, and reach their potential.
- Process oriented mindset, with the ability to spot inefficiencies and collaborate cross functionally to improve workflows.
- Resilient and adaptable, able to lead through change, maintain team morale, and model a positive, solutions focused attitude.
- Accountable and organised, comfortable owning performance management, development plans, and operational outcomes.
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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our
Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
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