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Bonterra · 1 day ago

Manager, NGP VAN Support

United States

Full-time

Remote

Mid, Senior Level

$81K/yr - $105K/yr

2+ years exp

Bonterra is the team behind NGP VAN, a leading technology platform for democratic and progressive causes. The Manager, NGP VAN Support will lead the support team, focusing on client support, team development, and operational excellence while managing casework and team performance.

Information TechnologySoftware

No H1B

Responsibilities

Engage directly with client cases, including both new and escalated issues, ensuring timely and accurate resolution

Successfully manage Team Leads and Client Support Specialists, providing direction, coaching, and accountability. Set clear goals and hold staff responsible for performance and service excellence. Provide feedback to direct reports weekly and assist them in steps to achieving their long-term goals

Act as the point of escalation for Team Leads and Client Support Specialists, owning the resolution of complex client issues and ensuring appropriate follow-through. Track escalated issues across cross-functional commitments and timelines to resolution

Take ownership of queue management, documentation, and help implement team processes for case handling and phone service

Collaborate with NGP VAN Support Leadership on training plans for new hires. Work with Training and Education team to identify gaps in documentation and suggest improvements to resolve frequent issues

Take initiative to advocate for resources and attention when needed. Exhibit a collaborative and leadership-driven approach to problem-solving and team development

Qualification

Political FundraisingCampaign Finance ComplianceTeam ManagementConflict ResolutionNegotiation SkillsStrategic ThinkingOperational Issue ResolutionCommunication SkillsInterpersonal Skills