Sr Manager, Customer Support

The Sr Manager, Customer Support (India) is accountable for leading teams across multiple disciplines, including both frontline (Level 1) and advanced troubleshooting (Level 2) support for Blackbaud solutions and their integrations. This role is responsible for achieving team objectives and metrics, proactively identifying, and leading departmental initiatives. This role operates within a global matrix organization, collaborating closely with Support leaders across regions to align on global standards and functions, share accountability, and execute consistently while addressing India‑specific operational needs. The Sr Manager models resilience, adaptability, and composure, and drives organizational alignment through strong relationships, strategic thinking, and effective communication. 

Key Responsibilities 

Hiring & Team Development 

• Actively participate in recruiting, onboarding, and developing a high-performing team for the India site by partnering with established owners and stakeholders to ensure cultural alignment with local market practices and company standards. 

• Provide ongoing mentorship and support for career growth across all levels, fostering an environment of continuous improvement, accountability, and professional development. 

• Create a work environment that strengthens employee engagement, diversity, and inclusiveness, and builds a strong leadership pipeline. 

Business Efficiency & Performance Accountability 

• Review operational-level agreements, metrics, and data to drive efficiency, service excellence, and high-impact outcomes. 

• Achieve response, resolution, and customer satisfaction metrics that are paramount to the business. 

• Ensure teams are set up for success with a strong operational model, balancing financial stewardship and operational rigor. 

• Lead and complete large-scale departmental initiatives that enhance the support model, drive contact deflection, and reduce call/case drivers. 

Continuous Improvement & Problem Solving 

• Identify opportunities for improvement by analyzing performance trends, customer feedback, and case data. 

• Develop and execute strategies to prevent additional incoming volume and guide self-service content. 

• Create actionable steps to mitigate and continuously improve the customer experience, working cross-functionally to drive improvement on a broader scale. 

• Lead strategic problem-solving efforts, anticipate and prevent issues, and drive innovation through collaboration. 

Business Understanding & Overcoming Challenges 

• Demonstrate a deep understanding of the team and business, proactively identifying volume drivers and operational challenges. 

• Guide strategies to overcome challenges facing the business, ensuring readiness for new features and releases in partnership with Product Management and Sustained Engineering. 

• Model adaptability and flexibility, driving organizational agility and supporting others in navigating change. 

Subject Matter Expertise & Leadership 

• Act as the SME for India site-specific nuances, leading the business through challenges and representing Customer Support in cross-functional initiatives. 

• Mentor teams on significant matters relating to products, services, and long-range goals. 

• Influence and lead through strong relationships, coaching others on communication and relationship-building strategies. 

Relationship Building & Collaboration 

• Build strong relationships with peers inside and across the organization, collaborating to achieve common objectives. 

• Partner closely with India site leaders on operational needs impacting the Support team, ensuring consistent service delivery and quality across regions and levels of support. 

• Calibrate with Managers and Team Leads to ensure effective execution of the support model and strategic initiatives. 

• Demonstrate organizational savvy by leveraging internal networks and understanding organizational dynamics. 

Communication & Documentation 

• Document and maintain standard operating procedures and India site-specific practices. 

• Proactively communicate updates and relevant information to peers and the broader team to ensure everyone is informed and prepared in advance. 

• Lead strategic communication efforts across teams and functions, presenting team and organizational initiatives effectively. 

Qualifications 

• Bachelor’s degree and/or 6+ years of equivalent experience required. 

• Demonstrated ability to hire, retain, and develop strong teams. 

• Proven diplomatic and tactful approach in diverse environments. 

• Effective communicator, critical thinker, and creative strategist. 

• Experience in leading large-scale initiatives and driving operational efficiency. 

• Ability to act as a calming influence and provide direction in tense situations. 

• Strong cross-functional collaboration skills and experience partnering with site leaders. 

• Experience leading teams in India or similar regional operations. 

• Deep understanding of India-specific business practices, labor laws, and cultural dynamics. 

• Proven ability to collaborate across global and local teams.