Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.
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, ensuring that both support and payment operations teams operate as world-class, customer-centric organizations. They will be expected to think strategically, act decisively, and drive continuous improvement, while also building strong cross-functional relationships across Bonterra’s leadership team to ensure alignment with the company’s broader strategic objectives.
Key Responsibilities
Strategic Leadership & Vision
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Execute a best-in-class global support strategy that ensures exceptional customer experience and operational efficiency.
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Optimize AI-driven support transformation, leveraging automation, chatbots, and machine learning to improve response times and resolution rates.
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Establish key performance metrics (KPIs) and continuously refine processes to improve Net Promoter Score (NPS), customer satisfaction (CSAT), and deflection rates.
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Align support strategy with Bonterra’s CARE Strategy and 3% by ‘33 vision to maximize customer impact.
Operational Excellence & Team Leadership
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Lead a multi-tiered support structure across multiple software products, ensuring consistent support quality across all customer segments.
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Scale and enhance global operations, with a particular focus on growing and optimizing the Philippines-based support team.
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Develop a culture of accountability by setting clear expectations, empowering team members, and fostering cross-functional collaboration.
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Improve team productivity and efficiency through process automation and AI-powered solutions.
Cross-Functional Collaboration
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Partner closely with Product, Engineering, Sales, and Customer Success teams to enhance customer experience and retention.
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Drive seamless integrations between support technology and critical business applications to ensure a unified customer experience.
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Foster collaboration between support and payment operations teams to create a frictionless customer journey.
Customer Experience & Transformation
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Champion a customer-first culture by continuously improving service quality, responsiveness, and efficiency.
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Implement predictive analytics and proactive support models to anticipate customer needs and reduce reactive support inquiries.
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Lead initiatives to reduce support ticket volume through self-service, knowledge base improvements, and proactive issue resolution.
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Identify opportunities to leverage AI and automation to drive innovation and scalability in support operations.
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Implement automation, self-service, and data analytics tools to streamline both support and payment workflows.
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Oversee payment operations capability, including transaction processing, dispute resolution, and fraud prevention.
Qualifications & Experience
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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.
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Proven track record of building and operating large-scale, multi-tiered support organizations.
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Deep experience managing offshore support teams, particularly in the Philippines.
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Expertise in AI-driven support automation and customer experience technology, with an understanding of AI’s transformative role in support services.
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Strong knowledge of customer support tools, CRM systems, and how support interacts with broader business applications.
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Experience leading cross-functional collaboration and fostering a culture of accountability within a Senior Leadership Team (SLT).
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Strong analytical skills, with a data-driven approach to decision-making and process improvement.
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Proven ability to drive customer retention and improve customer satisfaction metrics.
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Experience leading support teams through transformations while maintaining operational excellence.
Why Join Bonterra?
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Mission-Driven Culture: Work for a company that helps nonprofits and social good organizations maximize their impact.
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Innovative & Growing Organization: Be a key leader in a growing $400M revenue SaaS company that is reshaping the social good sector.
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AI-Powered Transformation: Lead and shape the future of AI-driven support services.
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Global Influence: Drive global support operations and develop scalable solutions for a diverse customer base.
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Cross-Functional Leadership: Work directly with C-level executives and influence company-wide strategy.
Compensation
The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.
US Base Salary Range: $240,000 - $265,000 w/ 25% annual bonus
Please note that the compensation range and benefits specified in this job posting is applicable to candidates based in the United States. For international applicants, actual salary offers and benefit plans may vary based on the local market compensation standards and will be determined in accordance with regional considerations, including but not limited to applicable laws, cost of living, and industry norms.
We will be accepting applications for this role until 5/1/2025
Our Culture: At Bonterra, we’re innovating with a higher purpose: to increase giving to 3% of US GDP by 2033, creating $573 billion more in global impact every year. To achieve our vision, we cultivate an inclusive environment where diversity is embraced and every team member feels empowered to contribute. Innovation, curiosity, and a commitment to equity guide our work. We foster a culture of belonging, ensuring that every individual is valued, respected, and given the tools to succeed. Together, we are dedicated to making a positive impact in the world.
Our comprehensive and competitive benefits include:
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Generous Flexible Time Off (FTO) Policy
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Up to 15 paid company holidays including some commemorating social justice events and self-care
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Paid volunteer time
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Resources for savings and investments
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Paid parental leave
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Paid sick leave
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Health, vision, dental, and life insurance with additional access to health and wellness programs.
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Opportunities to learn, develop, network, and connect
Please note the benefits specified on this page are applicable to full-time employees based in the United States. For international employees, actual benefits may vary based on local standards and regulations and will be determined in accordance with regional considerations, including but not limited to applicable laws and industry norms.
We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.
Bonterra Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Bonterra and has not been reviewed or approved by Bonterra.
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Healthcare Strength — Healthcare coverage is described as comprehensive for employees, with medical, dental, and vision provided alongside HSA support and disability coverage. Feedback suggests wellness initiatives like the Wise and Well program and mental-health resources are part of the offering.
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Leave & Time Off Breadth — Flexible or unlimited PTO, sick time, a broad holiday calendar, and dedicated paid volunteer hours are emphasized. Feedback suggests these time-off options are positioned to support work-life balance.
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Parental & Family Support — Fully paid parental leave is offered to all parents following birth or adoption. Dependent care support and flexible work arrangements are highlighted as family-friendly elements.
Bonterra Insights
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What We Do
Bonterra is the second-largest and fastest-growing social good software company in the world. Formed through the combination of CyberGrants, EveryAction, Network for Good, Social Solutions, WeSpire, and their respective entities, Bonterra enables unprecedented connectivity between social good organizations and their community of supporters and constituents. This will reshape philanthropic giving, empower digital transformation, and bring the social good sector the technology it needs to accelerate lasting social change. Our purpose is to power those who power social impact. To that end, we serve the people who make social good possible—the doers behind the scenes across nonprofits, public agencies, corporations, philanthropic organizations, and foundations. Our case management, corporate social good and philanthropy, and nonprofit fundraising and engagement technology solutions make the work behind social good easier, more efficient, and more effective. Our innovative, passionate team of industry experts and advocates elevate the people that make social good possible—we call this championing the doers—and raise the bar for how social change happens. And our partnerships with our customers unlock potential to help them thrive. We seek diversity and embrace the power of our differences, and we never stop looking for ways to widen our circle of inclusion. Bonterra is currently accelerating the hiring process to bring in new mission-driven talent with openings for remote work and positions based in Andover MA; Austin TX; Washington, DC; Pittsburgh PA; Ontario, Canada; and various locations in Australia. Our Values: ELEVATE DOERS OF GOOD Fuel growth. Power with partnership. Do the best work of our lives. INNOVATE COURAGEOUSLY Be curious. Deeply understand our clients. Have each other's backs. CULTIVATE INCLUSIVITY Open doors. Create space. Center diversity, equity, inclusion, and belonging. APPRECIATE THE JOURNEY Celebrate progress. Bring everyone along. Enjoy the ride.
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