Job Description

Customer Support Executive (B2C)

The B2C Customer Support team supports Fundraisers, Donors, and Crowdfunders using the JustGiving platform, delivering support across email, live chat, and online help channels. The team plays a critical role in ensuring customers receive timely, empathetic, and effective assistance.

As a Customer Support Executive, you’ll be responsible for handling customer queries end-to-end, providing accurate guidance, and delivering high-quality service at scale. Working as part of a growing Hyderabad-based team, you’ll partner closely with your Team Lead to maintain service levels, contribute to continuous improvement, and support operational excellence.

• Deliver high-quality customer support across email, chat, and online help, ensuring clear, accurate, and timely responses
• Resolve customer queries end-to-end, including donations, fundraising pages, account access, and platform navigation
• Own your ticket queue, ensuring queries are prioritised, managed efficiently, and resolved within SLAs
• Escalate complex issues and customer complaints to the Team Lead with clear documentation and context
• Build strong product knowledge across all B2C journeys to ensure consistent and accurate support
• Meet key performance targets, including productivity, response times, CSAT, and resolution efficiency
• Identify recurring issues and trends, sharing insights with your Team Lead to improve processes and reduce contact drivers
• Leverage support tools, AI, and automation to improve efficiency, quality, and consistency in interactions
• Follow established processes and compliance standards, ensuring accuracy and attention to detail in all interactions
• Collaborate with teammates to share knowledge and maintain a positive, high-performing team culture

• 1–3 years’ experience in customer support or a customer-facing role, ideally in a B2C or digital platform environment
• Strong customer-first mindset, with a passion for delivering excellent service
• Excellent written and verbal English communication skills, with the ability to explain clearly and empathetically
• Highly organised and detail-oriented, able to manage multiple queries in a fast-paced environment
• Comfortable working against targets and SLAs, with a focus on quality and efficiency
• Confident problem solver, able to assess issues and identify effective solutions
• Comfortable using technology, including support platforms, AI tools, and internal systems
• Adaptable and resilient, able to handle high volumes and challenging interactions professionally
• Team-oriented, with a collaborative and positive approach

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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.

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.