Team Lead, Customer Support

Team Lead

Team Leads are responsible for leading a team of Support agents, for business-to-business or business-to-consumer practices. Team Leads deliver quarterly performance evaluations, perform bi-annual career discussions, career development discussions and successfully address performance gaps without supervision.

What You'll Do:

• Support and coach team members to achieve KPIs

• Serve as an escalation point and backup for Managers

• Review team interactions to identify coaching opportunities and ensure progress of open tickets

• Provide feedback to associates through formal coaching evaluations on random calls and tickets and through live observations

• Review KPIs, supporting metrics, and scheduled reports to proactively address customer needs and coach the team

• Advocate for customers on escalated tickets or during major incidents

• Provide frontline coverage during peak volume/ seasons

• Leverage knowledge and resources to effectively handle the most complex needs or provide guidance to team members on how to resolve

• Author and publish help content to improve self-service resources

• Stay informed on product changes and rapidly learn information about functionality changes

• Join a rotation of on-call resources for customers after hours and on weekends

What You'll Bring:

• Experience in working with senior leadership on process improvement

• Naturally diplomatic and tactful, creating good working relationships easily

• Professional communication including experience composing grammatically correct, concise and accurate customer responses

• Experience asking critical questions and probing for information to facilitate problem solving

• Undaunted by stressful or uncertain situations and adapt quickly to change

• Creative approach to solving difficult situations and problems

• Motivated by achieving goals and helping others achieve results

• Ability to work US hours – Eligible for shift differential compensation

• Advanced level of English

• Previous technical troubleshooting experience preferred

• Proficient in Spanish is a plus

Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!

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.