Support Operations Analyst

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Bonterra

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B2B • Non-profit • Social Impact

Bonterra is a company that provides purpose-built software solutions designed to enhance the impact and efficiency of nonprofits, corporations, foundations, and public agencies. Their products include tools for corporate social responsibility, strategic philanthropy, employee engagement, grants management, case management, and fundraising. Bonterra empowers organizations with the software, coaching, and expertise needed to maximize their social impact and streamline their operations. The company focuses on serving changemakers aiming to improve social good, expand their supporter base, and achieve greater community outcomes.

1001 - 5000 employees

🤝 B2B

🤝 Non-profit

🌍 Social Impact

📋 Description

• Lead Systems Migration and Centralization Efforts: Serve as a key driver in consolidating multiple support systems into a unified platform. Coordinate planning, execution, and change management for migrations in partnership with Systems Administration, Product, Support, and Engineering. Ensure smooth transitions with minimal disruption to business operations while improving long-term scalability and user experience. • Drive Operational Strategy and Standardization: Define and implement consistent support processes across teams and products, including ticket management, SLAs/SLOs, escalations, and queue workflows. Partner with Operations Analysts from Professional Services and Customer Success to align cross-functional goals, metrics, and reporting. Support the integration of AI-powered tools and automation to enhance customer experience and agent efficiency. • Manage Strategic Projects from Start to Finish: Lead complex operational initiatives from scoping through execution, including systems consolidation, process redesigns, and tooling enhancements. Develop project timelines, deliverables, and communication plans; identify and mitigate risks. Work independently while keeping stakeholders informed and aligned on outcomes. • Advance the Support Quality Program: Partner with the Support Operations Quality team on the continued development and automation of Bonterra’s Support Quality Program. Build scalable QA frameworks for tickets, chat, and calls. Leverage data and technology to drive actionable insights and continuous improvement. • Quality Program Leadership: Design and implement scalable quality auditing frameworks for tickets, chat, and calls. Partner with the Systems Administrator and Analytics Lead to automate QA workflows and reporting wherever possible, minimizing manual effort and maximizing actionable insight. • Foster Collaboration and Continuous Improvement: Build strong relationships across Product, Engineering, Enterprise Apps, and Customer Success teams to ensure Support readiness for new products and releases. Champion data-driven decision-making, knowledge sharing, and process transparency across Support Operations.

🎯 Requirements

• 3+ years of experience in Support Operations, Customer Support Management, or related operational leadership in a SaaS (B2B) environment. • Proven experience supporting or managing system migrations, centralization projects, or large-scale platform consolidations. • Strong project management skills with the ability to plan, execute, and deliver cross-functional initiatives independently and effectively. • Experience implementing or optimizing processes across multiple teams or systems, ideally in a global or multi-product organization. • Demonstrated experience leading a Support Quality (QA) or audit program, including automation of reviews and scoring workflows. • Strong understanding of SaaS support environments, metrics, and tools, including Zendesk, Intercom, Salesforce Service Cloud, Gainsight, and Jira. • Analytical mindset with the ability to interpret data, identify trends, and drive measurable operational improvements. • Excellent communication and collaboration skills, with proven success in influencing without direct authority. • Comfortable working in a fast-paced, evolving environment with limited oversight. • Passion for improving customer experience through operational excellence, process innovation, and scalable system design.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities