Manager, Customer Support - Remote

Overview

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!

In Short

• Own daily and weekly performance across support channels (email, chat, phone).
• Actively manage capacity, volume, and priorities.
• Ensure customers receive clear, accurate, and empathetic support.
• Use data to identify and effectively communicate trends.
• Lead, coach, and develop a team of Support Specialists.
• Set clear expectations and follow through.
• Foster a culture of ownership, curiosity, and customer empathy.
• Partner closely with Support Operations and Knowledge teams.
• Reinforce high-quality workflows that balance speed and accuracy.
• Communicate clearly and confidently with stakeholders.

Requirements

• 3+ years of experience managing teams in customer support.
• Passion for coaching and mentoring early-career professionals.
• Clear and confident communication skills.
• Proactive ownership and leadership mindset.
• Ability to simplify complex situations during peak periods.
• Data-driven judgment and operational thinking.
• Experience with SaaS products and AI-powered tools is a plus.

Benefits

• Generous health, vision, and dental insurance options.
• Competitive PTO package including 20 PTO days and paid parental leave.
• 401k match to help invest in your future.
• All necessary equipment provided for remote work.
• Discretionary bonus eligibility based on performance.