Manager, Customer Support

ABOUT THE ROLE

The Manager of Customer Support will oversee the day-to-day operations of the support team, ensuring customers receive timely and effective assistance. This role focuses on leading the team, optimizing workflows, and improving the overall customer experience. The ideal candidate is a hands-on manager with strong communication and problem-solving skills who enjoys coaching others and driving operational excellence.

SPECIFIC RESPONSIBILITIES 

•  Manage and support the customer support team by providing coaching, guidance, and regular feedback.
• Oversee daily operations, including assigning and monitoring workloads, ensuring inquiries are handled efficiently, and maintaining service quality.
• Track and report on team performance using key metrics (e.g., response times, resolution rates, customer satisfaction).
• Identify opportunities to improve processes and implement best practices to enhance team efficiency.
• Collaborate with peers and other departments to resolve customer issues and ensure a seamless support experience.
• Handle escalated customer concerns as needed, ensuring professional and effective resolutions.
• Support the development of training materials and ensure team members remain up to date on products, policies, and procedures.
• Provide feedback and insights to improve products and services based on customer interactions.

REQUIRED QUALIFICATIONS

• Bachelor’s degree in Business, Management, or a related field preferred (or equivalent experience).
• 5–7 years of experience in customer support or related roles, including 2–3 years in a supervisory or team lead capacity.
• Proven ability to lead and develop high-performing teams.
• Strong knowledge of customer service best practices.
• Excellent problem-solving and conflict resolution skills.
• Strong communication skills, both verbal and written.
• Proficiency with customer support software, CRM systems, and related tools.

DESIRED QUALIFICATIONS

•  Experience managing a customer support team in a SaaS or tech environment.
• Familiarity with help desk software (e.g., Zendesk, Freshdesk, ServiceNow) and CRM tools.
• Proven track record of improving customer satisfaction scores (CSAT, NPS, CES).
• Experience implementing or supporting self-service solutions (knowledge bases, chatbots, FAQs).
• Exposure to workforce management tools for scheduling and capacity planning.
• Ability to analyze customer feedback and operational data to drive improvements.
• Professional certifications (e.g., HDI Support Center Manager, ITIL Foundation) are a plus.

ABOUT ACCELA
For nearly 20 years, Accela has been an industry leader in designing and delivering government software to improve efficiency, increase citizen engagement and enable the development of thriving communities. Today, citizens are savvy to how services should be delivered, and expect a consistently convenient, openly transparent view into their local government. While government agencies struggle to do more with less, our mission has never been more critical. Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. From planning, to building, to service request management and more, Accela’s SaaS offerings level the playing field for small and medium governments and enable smaller agencies to leverage larger city technologies. Our open and flexible technology helps agencies address specific needs today, while ensuring they are well prepared for the emerging challenges of the future.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
Accela believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging. Accela is committed to putting resources and attention towards evolving our practices, policies, and philosophies to enable diversity to thrive and to support equity in opportunity for everyone.

COMPENSATION AND WELL-BEING
The annual base salary range for this full-time position is $110,000-$120,000 (less applicable taxes). The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience. In addition to an annual base salary, this position is eligible for an annual bonus target. This is a discretionary bonus awarded based on company and individual goal achievement.
 
Accela’s U.S. team members will receive a generous benefits package consisting of options including 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, and other well-being benefits.

Accela is an Equal Opportunity Employer/Affirmative Action Employer and will respond to requests for job accommodations.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or based on disability, gender identity, and sexual orientation.

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