About the role
We are looking for an experienced Senior Customer Support Associate to join our team in Canada.
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.
Required experience
Strong functional expertise in Raiser’s Edge, including Database View and RENXT
Willingness to participate in an after‑hours rotation to support mission‑critical customer needs following a six‑month onboarding and ramp‑up period
Preferred experience
Prior database administrator for an organisation using Blackbaud Raiser's Edge
Experience working in a customer‑facing support role, directly supporting customers with complex or technical issues
Experience supporting integrated products such as Blackbaud Online Express, Blackbaud Online Giving, Blackbaud Merchant Services, or Blackbaud Payment Services
Experience contributing to Knowledgebase or self‑service content to improve customer outcomes and reduce support volume
Experience participating in incident response or high‑severity issue management
#LI-REMOTE
Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
Senior Customer Support Associate • Remote, Toronto, Canada
A market research company is hiring for an entry-level position that requires no prior experience.Responsibilities include data entry, online surveys, and various administrative tasks.Ideal candida... Show more
A leading recruitment agency in Canada is seeking a Sr.Customer Success Specialist to manage relationships with enterprise accounts.The ideal candidate will have a minimum of 3 years of experience ... Show more
Join Pixieset as a Senior Customer Support Specialist and help deliver exceptional support experiences to photographers worldwide.As our customer community continues to grow, we're looking for expe... Show more
A leading software company in Toronto is seeking a Lead - Customer Success to enhance and manage relations with top-tier accounts.The role involves ensuring product adoption and retention while ali... Show more
The Senior Associate manages project timelines, coordinates with clients and team members, and ensures deliverables meet standards for rebrand implementation projects. Show more
Join a forward-thinking company as a Customer Solutions Lead, where you will help clients envision their IT future and drive transformative solutions.This role involves managing complex service sal... Show more
A leading financial services provider is seeking a Senior Analyst for Client Onboarding and Sales Support in Toronto.You will play a crucial role in helping clients transition to CIBC, ensuring cus... Show more
The Sell in and B2B Customer Service Associate will oversee daily operations to ensure exceptional customer satisfaction for our US and Canada Sell in and B2B customers.The role manages customer in... Show more
Become a Customer-Focused Sales Associate with WIRELESSWAVE and thrive in a vibrant retail environment.Help customers navigate their technology needs while achieving personal sales goals.WIRELESSWA... Show more
Want to do meaningful work that helps real clinics deliver better care? Jane is a practice management platform used by thousands of health and wellness clinics.Our product is robust, multi-faceted ... Show more
A healthcare technology firm based in Toronto is seeking a Senior Manager of Client Support to lead and develop a high-performing technical support team.This role emphasizes exceptional client enga... Show more
Is it in your nature to always try and make others smile and feel at ease? Do your strong communication skills allow you to navigate the most challenging of situations? If these words resonate with... Show more
Be the driving force of enablement strategies at Jobber as the Senior Enablement Manager.Focus on enhancing the customer experience through effective training and program design.In this essential r... Show more
Hamilton Motor Company is a leader in automotive technology, offering premium aftermarket solutions that modernize the driving experience.We sell modules and replacement screens that update the inf... Show more
Provide exceptional support as a Client Success Support Associate.Engage with clients through calls and virtual meetings to help them understand their benefit options within a fully remote environm... Show more
Customer Accounts Associate, Collections (Bilingual) - Permanent Full-Time.About Toyota Financial Services.Toyota Financial Services (TFS) provides retail, leasing and wholesale financial services ... Show more
L’Occitane en Provence traces its roots back to 1976, turning natural flora into efficient, sustainable experiences inspired by Haute Provencal nature.Our culture is built through everyday moments,... Show more
The Senior Technical Support Specialist is a highly skilled, technically focused position that operates at the intersection of support, engineering, and automation.This role serves as a senior esca... Show more
Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.We are transforming the legal experience for ... Show more
About EquinixEquinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.A place where bold ideas are... Show more
){kind=logo}
