Vice President, Global Support & Payments

March 26

Apply Now

Receive Emails with Similar Jobs

Bonterra

WebsiteLinkedInAll Job Openings

Bonterra is a company that provides purpose-built software solutions designed to enhance the impact and efficiency of nonprofits, corporations, foundations, and public agencies. Their products include tools for corporate social responsibility, strategic philanthropy, employee engagement, grants management, case management, and fundraising. Bonterra empowers organizations with the software, coaching, and expertise needed to maximize their social impact and streamline their operations. The company focuses on serving changemakers aiming to improve social good, expand their supporter base, and achieve greater community outcomes.

1001 - 5000 employees

🤝 B2B

🤝 Non-profit

🌍 Social Impact

📋 Description

• The Vice President, Global Support & Payments is responsible for leading and scaling Bonterra’s multi-tiered, multi-product global support organization while owning the Payment Operations function. • This leader will drive operational excellence, customer satisfaction, and AI-driven support transformation while ensuring smooth payment processing, compliance, and customer trust in financial transactions. • This role oversees 150 employees, including global customer support teams and the payment operations team, with a strong focus on optimizing offshore operations, particularly in the Philippines. • As a first-team, high-performing leader, the VP will foster a culture of accountability, innovation, and execution excellence. • Execute a best-in-class global support strategy that ensures exceptional customer experience and operational efficiency. • Optimize AI-driven support transformation, leveraging automation, chatbots, and machine learning to improve response times and resolution rates. • Establish key performance metrics (KPIs) and continuously refine processes to improve Net Promoter Score (NPS), customer satisfaction (CSAT), and deflection rates. • Align support strategy with Bonterra’s CARE Strategy and 3% by ‘33 vision to maximize customer impact. • Lead a multi-tiered support structure across multiple software products, ensuring consistent support quality across all customer segments. • Scale and enhance global operations, with a particular focus on growing and optimizing the Philippines-based support team. • Develop a culture of accountability by setting clear expectations, empowering team members, and fostering cross-functional collaboration. • Improve team productivity and efficiency through process automation and AI-powered solutions. • Partner closely with Product, Engineering, Sales, and Customer Success teams to enhance customer experience and retention. • Drive seamless integrations between support technology and critical business applications to ensure a unified customer experience. • Foster collaboration between support and payment operations teams to create a frictionless customer journey. • Champion a customer-first culture by continuously improving service quality, responsiveness, and efficiency. • Implement predictive analytics and proactive support models to anticipate customer needs and reduce reactive support inquiries. • Lead initiatives to reduce support ticket volume through self-service, knowledge base improvements, and proactive issue resolution. • Identify opportunities to leverage AI and automation to drive innovation and scalability in support operations. • Implement automation, self-service, and data analytics tools to streamline both support and payment workflows. • Oversee payment operations capability, including transaction processing, dispute resolution, and fraud prevention.

🎯 Requirements

• 15+ years of experience in customer support leadership roles, with at least 5 years leading a global support organization in a multi-product SaaS company. • Proven track record of building and operating large-scale, multi-tiered support organizations. • Deep experience managing offshore support teams, particularly in the Philippines. • Expertise in AI-driven support automation and customer experience technology, with an understanding of AI’s transformative role in support services. • Strong knowledge of customer support tools, CRM systems, and how support interacts with broader business applications. • Experience leading cross-functional collaboration and fostering a culture of accountability within a Senior Leadership Team (SLT). • Strong analytical skills, with a data-driven approach to decision-making and process improvement. • Proven ability to drive customer retention and improve customer satisfaction metrics. • Experience leading support teams through transformations while maintaining operational excellence.

🏖️ Benefits

• Generous Flexible Time Off (FTO) Policy • Up to 15 paid company holidays including some commemorating social justice events and self-care • Paid volunteer time • Resources for savings and investments • Paid parental leave • Paid sick leave • Health, vision, dental, and life insurance with additional access to health and wellness programs. • Opportunities to learn, develop, network, and connect