Senior Customer Support Associate (Back-shift)

About the role

We are looking for an experienced Senior Customer Support Associate our UK‑based team supporting our North America customer base. Note that this is a remote position operating on a back‑shift schedule, with core working hours from 2:00pm to 9:00pm (UK time).

This role is a highly skilled individual contributor focused on delivering expert‑level support for Blackbaud Raiser’s Edge (RE), including RENXT and RE7, as well as integrated products such as Online Express, Blackbaud Online Giving, Blackbaud Merchant Services, and Blackbaud Payment Services.

In this role, you will work directly with customers to resolve complex, high‑impact issues, take full ownership of Support cases, and deliver a strong customer experience. Senior Support professionals serve as trusted subject matter experts and contribute to support quality, operational stability, and continuous improvement through deep product knowledge, collaboration, and mentorship.

What you'll do

• Own and resolve Support cases, including working frontline volume, and including advanced, complex, or escalated cases for Blackbaud Raiser’s Edge (RENXT and RE7), applying strong problem‑solving and critical‑thinking skills to drive timely, accurate, and customer‑focused outcomes

• Demonstrate flexibility in the role based on volume and business needs to ensure adequate coverage in frontline volume and taking ownership of workable backlog across the team to support balanced workload distribution

• Work directly with customers to diagnose issues, troubleshoot functionality, and guide resolution through clear, professional, and tactful communication

• Take full end‑to‑end ownership of assigned cases, including investigation, resolution, documentation, and follow‑up, maintaining accountability throughout the customer lifecycle

• Participate in an after‑hours support rotation following a six‑month onboarding and ramp‑up period to support mission‑critical customer needs

• Serve as a subject matter expert for Raiser’s Edge, providing guidance, mentoring, and knowledge‑sharing support to frontline and tenured Support team members

• Actively participate in swarms and collaborative problem‑solving efforts during major incidents or complex customer scenarios, maintaining composure and influence in high‑pressure situations

• Identify trends in customer issues, product gaps, or recurring challenges, and surface insights and recommendations to Principals and Support Leadership

• File and collaborate on defect submissions with engineering partners, contributing to investigation and triage through clear documentation and cross‑functional communication

• Create, maintain, and improve Knowledgebase content to enhance customer self‑service and reduce future support volume

• Support initiatives, projects, and continuous improvement efforts through adaptability, collaboration, and proactive engagement with leadership and cross‑functional partners

• Demonstrate strong relationship skills while working within a global team, supporting customers primarily based within North America, with overlap with Blackbaud Europe.