Manager, Customer Support

At Bloomerang, we believe change happens on purpose. We champion the power and potential of nonprofits, igniting next-level impact with the team and technology built for purpose. Our powerful giving platform and stellar support enable tens of thousands of nonprofits to raise more, recruit more, and retain more, fueling maximum impact and raising the bar on what’s possible for the nonprofit sector. That's why, even as the nonprofit sector sees declines in giving, Bloomerang customers raise more year over year. We're also in the business of creating thriving employees. Join a mission-driven culture built on our core values of Simplify, Care and Act. We know our people are the key to our success, and we're proud to be home to some of the most innovative and skilled individuals in the workforce today. Come feel invigorated and unstoppable with us! The Role We’re looking for a Support Manager who deeply cares about customers and understands that great support is built through strong systems, clear ownership, and disciplined execution. This role is responsible for the day-to-day health of the support operation—ensuring customers get timely, high-quality help, agents are supported and developing, and our tools (including AI) are used intentionally to scale impact. You’ll balance people leadership with operational rigor, and you’ll be expected to think beyond “today’s queue” toward how we serve customers better tomorrow. What You Will Do Own daily and weekly performance across support channels (email, chat, phone), including wait times, backlog, resolution quality, and customer sentiment Actively manage capacity, volume, and priorities—anticipating issues before they show up in dashboards Ensure customers receive clear, accurate, and empathetic support, even during high-volume or high-stress periods Use data to identify and effectively communicate trends, risks, and opportunities—not just report on them Lead, coach, and develop a team of Support Specialists with a strong focus on accountability, growth, and confidence Set clear expectations and follow through—recognizing great work and addressing gaps early Foster a culture of ownership, curiosity, and customer empathy Partner closely with Support Operations, Enablement, and Knowledge teams to effectively adopt and improve AI-assisted support Reinforce high-quality workflows that balance speed, accuracy, and customer experience Help translate customer pain into actionable feedback—without noise or exaggeration Communicate clearly and confidently with stakeholders at multiple levels What You Need to Succeed Professional Experience & Foundation Proven Leadership: You bring 3+ years of experience managing teams within a customer support environment, with a track record of driving both performance and engagement. Talent Development: You have a passion for coaching and a proven ability to mentor early-career professionals, helping them grow in skill, confidence, and accountability. Communication Mastery: You are a clear, confident communicator who ensures partners and leadership are always aligned and never surprised. Leadership Mindset Proactive Ownership: You don’t wait for permission to lead. You notice potential issues early, take immediate ownership, and bring solutions—not just problems—to the table. High-Stakes Focus: You lead with urgency when it matters most. During peak periods, you have the ability to simplify complex situations and keep the team focused on what’s essential. Intentional Accountability: You set crystal-clear expectations and provide feedback that is direct, timely, and constructive, ensuring the team knows exactly where they stand. Operational & Strategic Thinking Data-Driven Judgment: You use metrics and trends to drive decisions, but you look beyond the numbers to understand the "why" behind the data. Balanced Action: You have a strong bias toward action, tempered by the seasoned judgment to know when to slow down and consider long-term tradeoffs. Scalable Impact: You look for ways to use AI and systems to increase efficiency without sacrificing quality, always thinking beyond "today’s queue" to advocate for long-term improvements. Nice to Haves But Not Required Experience supporting SaaS products Exposure to AI-powered support tools or automation Comfort partnering cross-functionally with Product, Engineering, and other customer facing teams Experience leading through change or growth Benefits Health + Wellness You’ll have access to generous health, vision, and dental insurance options as well as HealthiestYou, a healthcare service that offers convenient, confidential access to quality doctors 24/7, anytime, anywhere. Time Off You'll get a competitive PTO package that includes 20 PTO days, 3 flex days, 4 optional volunteer days, 12 paid holidays, as well as paid parental leave. More is more! 401k You'll receive a 401k match to help invest in your future. Equipment Everything you need to be successful, shipped right to your door. You got this. We got you. Compensation The salary range for this position is $56,100 - $80,000. You may also be eligible for a discretionary bonus. Actual compensation within the range will be dependent on your skills, experience, qualifications, and location, as well as applicable employment laws Location This is a permanent, full-time, fully remote position (within the U.S. and select Canadian Provinces only). Employees living in Indianapolis, IN are welcome to work from our company headquarters. We do not offer Visa sponsorship or relocation assistance at this time. Accommodations Applicants who require accommodations may contact [email protected] to request an accommodation in completing an application. Bloomerang is an Equal Opportunity Employer. Individuals seeking employment at Bloomerang are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.