About the job
JOIN OUR TEAM
As the Customer Support Manager at Accela, you will be at the forefront of our commitment to providing exceptional service. In this leadership role, you will mentor and inspire a talented team of technical support professionals, ensuring our customers receive seamless assistance. Your primary goal will be to streamline support processes, resolve issues promptly, and anticipate future challenges. Reporting directly to the Senior Director of Technical Support, you will balance effective leadership with rigorous operational oversight to enhance our support services continuously.
KEY RESPONSIBILITIES
- Develop and lead a high-performing team through effective coaching, mentoring, and professional development. Cultivate a culture of accountability, collaboration, and ongoing improvement.
- Manage daily operations, including case assignment, queue management, service quality, and ensuring global coverage.
- Oversee team KPIs and reporting, including SLA compliance, backlog management, fix timelines, customer satisfaction (CSAT), and escalation trends. Provide regular updates to executives.
- Utilize CRM and support analytics to identify trends, prioritize tasks, and implement proactive measures to mitigate escalations.
- Serve as the main contact for significant customer escalations, leading resolution efforts with professionalism and urgency.
- Conduct root cause analyses and reviews of corrective/preventive actions to address gaps in processes, training, and products.
- Enhance policies and processes to eliminate inefficiencies and improve overall service delivery.
- Strengthen self-service resources and collaborate on enhancements that minimize customer effort.
- Evaluate and implement new technologies that enhance our support model, including automation and AI capabilities.
- Work collaboratively with Product, Engineering, and Customer Success teams to ensure the customer experience is maintained and improved.
- Support workforce management efforts for forecasting, scheduling, and capacity planning.

