Accela · 13 hours ago
Manager, Customer Support
United States
Full-time
Remote
Mid, Senior Level
$110K/yr - $120K/yr
5+ years expAccela is an industry leader in designing and delivering government software to improve efficiency and citizen engagement. The Manager of Technical Support will lead a team of technical support professionals, ensuring responsive and proactive support while fostering a high-performing culture.
Business Process Automation (BPA)GovernmentGovTechMobile AppsSaaSSoftware
Responsibilities
Lead and develop people: Build a high-performing team through coaching, mentoring, and career development. Foster a culture of accountability, collaboration, and continuous improvement
Oversee daily operations, including queue management, case assignment, service quality, and global coverage
Own team KPIs and reporting, including SLA attainment, backlog health, fix timeframes, CSAT, and escalation trends. Provide regular executive updates
Use CRM and support analytics to identify patterns, prioritize work, and drive proactive actions that prevent escalations
Act as the primary point of contact for major customer escalations. Lead resolution efforts with clarity, urgency, and professionalism
Conduct root cause analysis and corrective/preventive action reviews to close gaps in process, training, and product
Optimize policies and processes to remove friction and improve efficiency
Strengthen self-service resources and partner on enhancements that reduce customer effort
Evaluate and adopt new technologies that advance the support operating model, including automation and AI-assisted capabilities
Collaborate cross-functionally with Product, Engineering, and Customer Success to protect and improve the customer experience
Support workforce management for forecasting, scheduling, and capacity planning
Qualification
Required
Bachelor's degree in Business, Management, Information Systems, or equivalent experience
5–7 years in technical or customer support, with at least 3–5 years in a people leadership role (manager or team lead)
Proven ability to lead, mentor, and develop high-performing teams in a dynamic environment
Strong command of support operations, including SLA management, escalation handling, and customer communications
Experience with CRM and support platforms such as Salesforce Service Cloud, Zendesk, or ServiceNow
Demonstrated strength in analytics and reporting to drive decisions and improvements
Excellent communication skills with executive presence and the ability to align stakeholders
Preferred
Experience managing technical support in a SaaS environment, ideally serving public sector or complex B2B customers
Familiarity with workflow automation tools and self-service solutions
Track record of improving CSAT, reducing backlog, and increasing first-contact resolution through team leadership and process optimization
Certifications such as ITIL Foundation, HDI Support Center Manager, or KCS Practitioner are a plus
Benefits
Flexible time off
Comprehensive medical, dental, and vision plans
Family planning benefits
401(k) retirement savings plan with company match
Health savings account with company contributions
Flexible spending account
Life, accident, and disability coverage
Business travel insurance
Employee assistance programs
Other well-being benefits
Company
Accela
Accela provides market-leading solutions that help governments to modernize and build thriving communities.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$215.62MKey Investors
Francisco PartnersABRY PartnersBregal Sagemount
2023-09-06Private Equity
2017-09-29Acquired
2015-02-26Series E· $143.5M
Leadership Team
Noam Reininger
Chief Executive Officer
Recent News
2025-11-10
2025-11-10
Government Technology US
2025-07-29
Company data provided by crunchbase