Note: The job is a remote job and is open to candidates in USA. Bloomerang is a company dedicated to empowering nonprofits through technology and support. They are seeking a Support Manager responsible for overseeing the support operation, ensuring high-quality assistance for customers while developing the support team and implementing effective systems.
Responsibilities
- Own daily and weekly performance across support channels (email, chat, phone), including wait times, backlog, resolution quality, and customer sentiment
- Actively manage capacity, volume, and priorities—anticipating issues before they show up in dashboards
- Ensure customers receive clear, accurate, and empathetic support, even during high-volume or high-stress periods
- Use data to identify and effectively communicate trends, risks, and opportunities—not just report on them
- Lead, coach, and develop a team of Support Specialists with a strong focus on accountability, growth, and confidence
- Set clear expectations and follow through—recognizing great work and addressing gaps early
- Foster a culture of ownership, curiosity, and customer empathy
- Partner closely with Support Operations, Enablement, and Knowledge teams to effectively adopt and improve AI-assisted support
- Reinforce high-quality workflows that balance speed, accuracy, and customer experience
- Help translate customer pain into actionable feedback—without noise or exaggeration
- Communicate clearly and confidently with stakeholders at multiple levels
Skills
- Proven Leadership: You bring 3+ years of experience managing teams within a customer support environment, with a track record of driving both performance and engagement
- Talent Development: You have a passion for coaching and a proven ability to mentor early-career professionals, helping them grow in skill, confidence, and accountability
- Communication Mastery: You are a clear, confident communicator who ensures partners and leadership are always aligned and never surprised
- Proactive Ownership: You don't wait for permission to lead. You notice potential issues early, take immediate ownership, and bring solutions—not just problems—to the table
- High-Stakes Focus: You lead with urgency when it matters most. During peak periods, you have the ability to simplify complex situations and keep the team focused on what's essential
- Intentional Accountability: You set crystal-clear expectations and provide feedback that is direct, timely, and constructive, ensuring the team knows exactly where they stand
- Data-Driven Judgment: You use metrics and trends to drive decisions, but you look beyond the numbers to understand the 'why' behind the data
- Balanced Action: You have a strong bias toward action, tempered by the seasoned judgment to know when to slow down and consider long-term tradeoffs
- Scalable Impact: You look for ways to use AI and systems to increase efficiency without sacrificing quality, always thinking beyond 'today's queue' to advocate for long-term improvements
- Experience supporting SaaS products
- Exposure to AI-powered support tools or automation
- Comfort partnering cross-functionally with Product, Engineering, and other customer facing teams
- Experience leading through change or growth
Benefits
- Generous health, vision, and dental insurance options
- HealthiestYou, a healthcare service that offers convenient, confidential access to quality doctors 24/7, anytime, anywhere
- Competitive PTO package that includes 20 PTO days
- 3 flex days
- 4 optional volunteer days
- 12 paid holidays
- Paid parental leave
- 401k match to help invest in your future
- Everything you need to be successful, shipped right to your door.
- Permanent, full-time, fully remote position (within the U.S. and select Canadian Provinces only)
- Employees living in Indianapolis, IN are welcome to work from our company headquarters.
Company Overview