Vice President, Global Support & Payments

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 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. 

Qualifications & Experience 

• 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. 

Why Join Bonterra? 

• Mission-Driven Culture: Work for a company that helps nonprofits and social good organizations maximize their impact. 

• Innovative & Growing Organization: Be a key leader in a growing $400M revenue SaaS company that is reshaping the social good sector. 

• AI-Powered Transformation: Lead and shape the future of AI-driven support services. 

• Global Influence: Drive global support operations and develop scalable solutions for a diverse customer base. 

• Cross-Functional Leadership: Work directly with C-level executives and influence company-wide strategy. 

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.