Customer Support Manager, Bonterra
$86-90k
+ 10% annual bonus
Software for social impact organizations
Job no longer available
Software for social impact organizations
1001+ employees
Job no longer available
$86-90k
+ 10% annual bonus
1001+ employees
Company mission
To propel every doer of good to their peak impact.
Role
Who you are
- 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
What the job involves
- 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
- 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
Application process
- We are accepting applications for this role until 8/1/2024
Our take
Bonterra is a social good software company supplying an array of solutions to make social impact organisations more efficient, effective, and user-friendly. The company combines products from CyberGrants, EveryAction, Network for Good, Social Solutions, and more into a comprehensive tool suite for everything from case and grant management to fundraising and volunteer work.
As the fastest-growing company of its kind, Bonterra has certainly made a splash. It supports over 20,000 customers, including 16,000 nonprofit organisations and over half the Fortune 100. The company also boasts a high number of positive reviews. It emphasises that it keeps "an ear to the ground" to understand what its customers want and that it can improve and enhance its offering to remain a key leader in the space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Company benefits
- Work in office: Join us in our Austin, Texas, or Washington, D.C. offices if you live nearby
- Work remotely: Enjoy the flexibility of remote work with our work-from-home option. No matter where you live, there's an opportunity for you at Bonterra
- Work hybrid: Reap the benefits of both remote and in-person work with a hybrid approach. Visit the office closest to you and work from home when your schedule allows it.
- Health & wellness: Our robust set of health insurance options will keep you and your loved ones ready for anything. And our holistic wellness program means you can create a plan tailored to what matters most to you
- Generous time off: Our flexible time off policy means you don’t have to worry about a limit on your vacation days. Plus, we offer 15 paid holidays with a focus on DEIB, social justice, and self-care
- Fully paid parental leave: We value your time spent with family. No matter your gender identity, all Bonterra employees can take fully paid parental leave after the birth or adoption of a child
- Development resources: We believe in fostering an environment that encourages growth and development. With access to learning resources, goal-setting activities, and networking opportunities, we work to ensure our workforce is positioned for success
- Giving opportunities: We know that it's imperative for us to live our purpose. Through our employee giving program, Doers of Good, employees have the opportunity to track volunteerism by logging hours and creating events
Company HQ
North Burnet, Austin, TX
Leadership
Scott Brighton
(CEO)Held previous positions as CEO of Aurea Software, Board Member at Khoros, Chair of the Board at Optiva and more. Founded Austin Post, a hyperlocal online news source for the Austin.
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