The Regional Lead, Customer Support (India) is a senior site and people leader responsible for leading and scaling multi‑disciplinary Customer Support teams, including Level 1 (frontline) and Level 2 (advanced troubleshooting) support for Blackbaud’s SaaS, cloud‑based B2B solutions and integrations.
This role is accountable for operational excellence, people leadership, and strategic execution within a global matrix organization. The Regional Lead partners closely with global Support leaders to align on shared standards, metrics, and ways of working, while also representing and addressing India‑specific operational, cultural, and workforce needs.
The ideal candidate is an experienced, resilient leader who brings strong SaaS support operations expertise, a calm and decisive leadership style, and the ability to influence across functions and geographies. This role plays a critical part in strengthening Blackbaud’s Hyderabad site as a center of excellence for global Customer Support.
Key Responsibilities
Hiring, People Leadership & Talent Development
- Actively participate in hiring, onboarding, and development of a high‑performing Customer Support organization in India, partnering with global stakeholders and India site leadership to ensure alignment with both local market practices and company standards.
- Build and sustain a strong leadership bench by coaching Managers and Team Leads on people leadership, performance management, and career development.
- Foster a culture of continuous improvement, accountability, psychological safety, and inclusion, enabling teams to do their best work.
- Drive employee engagement and retention through clear expectations, regular feedback, and visible leadership presence.
Business Performance & Operational Excellence
- Own and deliver on key operational metrics, including response times, resolution SLAs, quality, productivity, and customer satisfaction (CSAT/NPS).
- Review and analyze operational data, trends, and service-level agreements to improve efficiency, scalability, and service outcomes.
- Ensure teams are structured and resourced effectively, balancing financial discipline, workforce planning, and service quality.
- Lead large‑scale, cross‑functional initiatives to improve the support model, reduce contact drivers, and increase self‑service and automation.
Continuous Improvement & Strategic Problem Solving
- Use performance insights, customer feedback, and case analytics to identify systemic issues and improvement opportunities.
- Develop and execute strategies that reduce incoming volume, improve product usability, and strengthen customer self‑service content.
- Partner cross‑functionally with Product Management, Engineering, Knowledge, and Enablement teams to address root causes and improve the end‑to‑end customer experience.
- Lead proactive, structured problem‑solving efforts and encourage innovation within the team.
Business Acumen & Change Leadership
- Maintain a strong understanding of business priorities, product roadmaps, and customer needs, proactively identifying volume drivers and operational risks.
- Partner with Product and Engineering teams to ensure support readiness for new features, releases, and platform changes.
- Lead teams through change with clarity and empathy, modeling adaptability, resilience, and composure in fast‑moving environments.
Subject Matter Expertise & India Site Leadership
- Act as a senior India site SME, representing Customer Support in global forums and cross‑functional initiatives.
- Provide guidance and mentorship on complex product, customer, and operational matters.
- Influence without authority through strong relationships, credibility, and effective communication.
Collaboration & Stakeholder Partnership
- Build trusted relationships with peers and leaders across Customer Support, Engineering, Product, IT, HR, and Finance.
- Partner closely with India site leadership to address workforce, infrastructure, and operational needs, ensuring consistent service delivery across regions.
- Align Managers and Team Leads on priorities, execution standards, and strategic initiatives.
- Demonstrate strong organizational awareness and the ability to navigate a global, matrixed environment.
Communication & Documentation
- Ensure clear documentation and maintenance of standard operating procedures (SOPs), including India‑specific practices.
- Communicate proactively and transparently with teams, peers, and leaders to ensure alignment and preparedness.
- Lead and deliver clear, structured communication for strategic initiatives, operational updates, and business reviews.
Qualifications
- Bachelor’s degree required (or equivalent experience); advanced degree is a plus.
- 10+ years of progressive experience in Customer Support or Customer Operations, with significant leadership experience managing managers and multi‑layered teams.
- Proven experience supporting SaaS, cloud‑based, and B2B products, ideally in a global or enterprise environment.
- Demonstrated success in scaling support operations, improving service metrics, and leading large‑scale operational initiatives.
- Strong track record of hiring, developing, and retaining high‑performing teams in India.
- Deep understanding of India‑specific business practices, labor laws, and cultural dynamics, particularly in Hyderabad or similar delivery hubs.
- Experience working within global, matrixed organizations, collaborating across time zones and regions.
- Exceptional communication, stakeholder management, and problem‑solving skills.
- Calm, decisive leader who can provide direction during high‑pressure or ambiguous situations.
- Passion for coaching leaders, driving operational excellence, and delivering outstanding customer experiences.
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Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
