Technical Support Manager
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Job Description
Manager of Technical Support leading and developing a team at Accela. Ensure responsive and proactive technical support operations in a dynamic SaaS environment.
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.
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
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