Manager, Customer Support

Remote

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Software, BiotechnologyIndustries

Requirements

Candidates should possess a Bachelor's degree in Business, Management, or a related field, or equivalent experience, along with 5-7 years in customer support, including 2-3 years in a supervisory role. Proven leadership skills, strong knowledge of customer service best practices, excellent problem-solving and communication abilities, and proficiency with customer support software and CRM systems are required. Experience in a SaaS or tech environment, familiarity with help desk software, a track record of improving customer satisfaction, and exposure to workforce management tools are desired.

Responsibilities

The Manager of Customer Support will oversee daily operations, manage and coach the support team, and track team performance using key metrics. Responsibilities include identifying process improvement opportunities, collaborating with other departments to resolve customer issues, handling escalated concerns, and supporting the development of training materials. The role also involves providing feedback to improve products and services based on customer interactions.

Skills

Customer Support Management

Team Leadership

Coaching

Workflow Optimization

Customer Experience Improvement

Problem-Solving

Conflict Resolution

Communication Skills

Customer Service Best Practices

CRM Systems

Customer Support Software

Accela

Cloud-based solutions for government agencies

About Accela

Accela provides cloud-based solutions designed for government agencies to enhance civic engagement and streamline operations. Its main product, the Construct API, enables developers to create applications that improve interactions between government entities and citizens. These applications can assist with various civic functions, including permitting, licensing, code enforcement, and public health management. Accela differentiates itself from competitors by offering a subscription-based Software as a Service (SaaS) model, along with open-source tools and resources that foster a community of developers focused on civic technology. The company's goal is to improve efficiency, transparency, and citizen satisfaction in government services.

San Ramon, CaliforniaHeadquarters

1999Year Founded

$151.4MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Government & Public Sector, Enterprise SoftwareIndustries

501-1,000Employees