YourCause Client Advocate, Staff

What You'll Do

Deliver Exceptional Customer Support

• 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

• Develop expertise in YourCause products, integrations, support processes, and customer workflows.
• 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.
• Continuously seek opportunities to improve workflows, enhance customer experiences, and expand your own knowledge and skills.
• 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.

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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 a diverse and 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.

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 Include:

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