Manager, Customer Support

Accela 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 support professionals, ensuring responsive and proactive support while driving continuous improvement.

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

Requirements:

• 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
• 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