YourCause Client Advocate, Staff

Blackbaud Open

Remote United States Full-time Senior Other

At a glance

Senior role at Blackbaud. Remote, United States · full-time · $48,600–$62,100 base.

SalaryStated by Blackbaud

$48,600 – $62,100

Base salary for this role, in USD per year, as published in the posting.

RoleOther

SenioritySenior

LocationUnited States

WorkplaceRemote

EmploymentFull-time

Base pay$48,600–$62,100

PostedAug 25, 2026

Role brief

remoteroles summary, based on the employer's posting.

What you'll do

Take customer cases from first contact to closure across phone, chat and ticketing, keeping customers informed and records accurate
Investigate product problems with troubleshooting and root-cause analysis, then escalate complex cases with clear summaries
Build knowledge of YourCause products, integrations and customer workflows to guide support
Write and maintain KCS knowledge articles, and flag recurring customer issues for internal teams to address
Use support tools, automation and AI resources thoughtfully to improve response quality and work efficiency

What you bring

At least two years in technical or customer support, IT help desk or contact center work, preferably with SaaS products
You have supported customers over phone, chat and ticketing channels and resolved product or technical issues directly
You can investigate issues beyond scripted steps and explain technical matters clearly to different audiences
You can organize competing cases and are ready to learn or apply KCS practices

Who this fits

This remote role suits someone who enjoys hands-on technical customer support and managing cases through to resolution. You’ll work across phone, chat and ticketing channels, balancing customer care with investigation and follow-up.

From the employer

Client Advocate, Staff

About the Role

At YourCause from Blackbaud, our mission is to power social impact through technology. As a Client Advocate, Staff, you'll play a critical role in helping customers successfully navigate and maximize our platform. You'll serve as a trusted partner to employees and nonprofit administrators, combining technical troubleshooting with exceptional customer care to deliver meaningful outcomes.

In this role, you'll take ownership of customer issues from initial contact through resolution, working across phone, chat, and email channels to solve problems, share knowledge, and create positive customer experiences. You'll collaborate across teams, identify opportunities for improvement, and help shape how we deliver support at scale.

If you're energized by solving problems, learning new technologies, and helping others succeed, we'd love to hear from you.

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.

Stay up to date on everything Blackbaud, follow us on Linkedin, Twitter, Instagram, Facebook and YouTube

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: