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.
We are seeking a dynamic and experienced Support Manager to lead the integration and optimization of our support services. Reporting to the Director of Support, this Support Manager will oversee and organize multiple support teams into a cohesive, adaptable unit capable of meeting fluctuating support demands. This role requires a strategic thinker with strong leadership skills to develop processes, nurture talent, and ensure seamless resource allocation across different products based on seasonal shifts. The Support Manager will collaborate with other leaders to establish and implement best practices, empower their team to create comprehensive documentation, and deliver outstanding support.
Key Responsibilities:
Team Integration and Management:
Lead the integration of separate support teams into one unified, flexible team.
Develop and implement processes to ensure the team can adapt to changing support demands across various products.
Foster a collaborative and supportive team environment that encourages continuous improvement and professional growth.
Forecasting and Capacity Management:
Analyze support volume trends and forecast future support needs.
Manage team capacity to ensure adequate coverage and resource allocation.
Strategically shift resources between products based on seasonal demand fluctuations.
Best Practices Development:
Collaborate with other leaders to identify, develop, and implement best practices for support and cross functional operations.
Continuously evaluate and improve support processes and workflows to enhance efficiency and effectiveness.
Team Empowerment and Development:
Empower team members to take ownership of creating and maintaining high-quality documentation.
Encourage and support the team in providing exceptional customer support and achieving high customer satisfaction.
Own responsibility for meeting established SLAs and other performance metrics.
Managerial Duties:
Conduct regular team meetings to review performance, discuss challenges, and plan for upcoming support needs.
Provide coaching, mentoring, and professional development opportunities for team members.
Perform regular performance evaluations and provide constructive feedback to team members.
Handle escalated support issues and ensure timely resolution.
Manage support team schedules, including time-off requests and coverage planning.
Requirements:
Proven experience in a support management role in a technology or software company.
Strong leadership and team-building skills with the ability to inspire and motivate a diverse team.
Excellent analytical and problem-solving abilities, with experience in forecasting and capacity planning.
Exceptional communication and interpersonal skills.
Ability to work collaboratively with cross-functional teams.
Strong organizational and project management skills.
Proficiency in using support management software and tools, specifically Salesforce Service Cloud
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: $86,000 - $90,000 with a 10% annual bonus
Please note that the compensation range specified in this job posting is applicable to candidates based in the United States. For international applicants, actual salary offers 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 are accepting applications for this role until 8/1/2024
Our Culture: Our team is made up of industry experts and advocates who are 100% committed to supporting the doers of social good. We are currently undergoing an effort to create the vision and values that embody our collective organization and embrace the individuals who make up our community.
Our comprehensive and competitive benefits include:
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
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.
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