Bonterra · 6 hours ago
Manager, NGP VAN Support
United States
Full-time
Remote
Mid, Senior Level
$81K/yr - $105K/yr
2+ years expBonterra is the organization behind NGP VAN, a leading technology platform for democratic and progressive causes. The Manager, NGP VAN Support will lead the support team, manage client cases, and ensure operational excellence while fostering team development and collaboration.
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
Required
Proven experience (2+ years) in a management role within client services or a related field
Deep expertise in Political Fundraising and/or Campaign Finance Compliance (or a demonstrated ability to learn and lead within new domains)
Strong leadership, conflict resolution, and negotiation skills
Demonstrated ability to manage complex processes and resolve operational issues
Excellent communication and interpersonal skills
Ability to think strategically while executing on the details
Benefits
Comprehensive benefits package that supports your health, well-being and growth
Bonuses
Incentives
Equity
Comprehensive benefits program
Company
Bonterra
Bonterra is a social good software company.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
John Manganaro
Chief Product Officer
Mark Layden
Chief Strategy Officer (CSO)
Recent News
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