Vice President, Global Support & Payments

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 

• 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. 

Operational Excellence & Team Leadership 

• 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. 

Cross-Functional Collaboration 

• 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. 

Customer Experience & Transformation 

• 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 initiative