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Vice President, Global Support & Payments
@Bonterra Tech LLC
[Hiring] Vice President, Global Support & Payments @Bonterra Tech LLC
Mar 25, 2025 - Bonterra Tech LLC is hiring a remote Vice President, Global Support & Payments. 💸 Salary: $240,000 - $265,000 w/ 25% annual bonus. 📍Location: USA.
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Role Description
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.
- Oversee 150 employees, including global customer support teams and the payment operations team.
- Focus on optimizing offshore operations, particularly in the Philippines.
- Foster a culture of accountability, innovation, and execution excellence.
- Ensure support and payment operations teams operate as world-class, customer-centric organizations.
- Think strategically, act decisively, and drive continuous improvement.
- Build strong cross-functional relationships across Bonterra’s leadership team.
Qualifications
- 15+ years of experience in customer support leadership roles.
- 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.
- Strong knowledge of customer support tools, CRM systems, and their interaction 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.
Requirements
- 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.
- Establish key performance metrics (KPIs) and continuously refine processes.
- Align support strategy with Bonterra’s CARE Strategy and 3% by ‘33 vision.
- Lead a multi-tiered support structure across multiple software products.
- Scale and enhance global operations, particularly the Philippines-based support team.
- Develop a culture of accountability by setting clear expectations and empowering team members.
- Improve team productivity and efficiency through process automation and AI-powered solutions.
- Partner closely with Product, Engineering, Sales, and Customer Success teams.
- Drive seamless integrations between support technology and critical business applications.
- Champion a customer-first culture by continuously improving service quality, responsiveness, and efficiency.
- Implement predictive analytics and proactive support models.
- Lead initiatives to reduce support ticket volume through self-service and knowledge base improvements.
- Identify opportunities to leverage AI and automation in support operations.
- Oversee payment operations capability, including transaction processing, dispute resolution, and fraud prevention.
Benefits
- 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
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
All others
All others
|
Salary
💸
$240,000 - $265,000 w/ 25% annual bonus
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 25, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
