Support Operations Analyst

Bonterra

16d•$55,000 - $70,000

About The Position

About Us Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com. About the Role The Support Operations Analyst will play a critical role in shaping the strategy, efficiency, and quality of Bonterra’s Global Customer Support organization. Reporting to the Director of Customer Support Operations, this person will partner closely with the Operations Analysts for Professional Services and Customer Success to create a cohesive post-sales operational experience. A key focus for this role in the coming year will be leading Bonterra’s support systems centralization and migration efforts. The Support Operations Analyst will play a central role in consolidating multiple teams into a unified support system, ensuring process alignment, and driving change management across global teams. This role will also focus on building scalable, standardized processes, leading the automation of Bonterra’s Support Quality Program, and ensuring consistent, data-driven excellence in every customer interaction. The right candidate will be proactive, highly organized, and comfortable working with limited oversight. They will thrive in an evolving environment, helping to operationalize transformation initiatives, including introducing AI solutions across support channels and optimizing workflows for scale and efficiency. This work will require deep collaboration with stakeholders, as well as excellent project management and communication skills.

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.
At Bonterra, we’re building AI-powered tools to solve real human challenges—and we want teammates who share that enthusiasm. We value people who will champion AI and bring diverse perspectives from different industries, backgrounds, and cultures.
At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

Responsibilities

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.

Benefits

We offer a comprehensive benefits package that supports your health, well-being and growth - explore full details here.
Compensation and benefits for this role apply to full-time employees in the United States and may vary based on local standards, laws and norms.
Pay is determined by location, skills, experience, and education, and is one part of Bonterra’s total rewards package, which may also include bonuses, incentives, equity, and a comprehensive benefits program.

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