Team Manager

The Blackbaud K-12 Business Unit has an opening for a natural leader with exceptional organization skills and priority-setting abilities to lead an evolving team of Customer Support Analysts who provide world-class customer service to our K-12 private education institutions. An unfailing positive attitude, a track record of providing exceptional customer service, and a passion for coaching others to excellence will be required to help your team meet their goals and wow our customers.

Team Manager Responsibilities Include:

  • Recruiting, hiring, training, coaching, and developing staff
  • Developing a strong sense of cohesiveness, accountability, and ownership within the team
  • Being available to assist the team as needed with case escalations, customer complaints, and process/workflow guidance
  • Reporting on daily Key Performance Indicators and analyzing results for maximum productivity
  • Identifying the root causes of client concerns and performance issues to make long term improvements
  • Actively working to remove barriers with other departments and create a network of resources for both them and the team
  • Leading the team in openly sharing ideas, taking risks, and rewarding accomplishments

Team Manager Requirements:

  • Minimum 1 year customer service experience as a Team Lead, Supervisor or Team Manager, preferably in technical product support in a call center environment
  • Coaching, Training, or Management experience
  • Ability to strategically develop a support team, while creating a unified culture
  • Innovative approach to problem identification and resolution
  • Highly advanced interpersonal skills, including strong verbal and written communication
  • Self-motivator who is resourceful and determined
  • Proven track record of successfully working with ambiguity
  • Ability to work full-time in our Bedford, NH office

We’ll be excited if you also have:

  • Blackbaud K-12 product knowledge (ex. The Education Edge, K-12 ON Products)
  • Experience working with, or, in a K-12 educational institution
  • Change management experience

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