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Job Description
- Req#: 7535322
Employer Industry: Government Software Solutions
Why consider this job opportunity:
- Salary up to $120,000
- Eligible for an annual bonus based on company and individual goal achievement
- Comprehensive benefits package including flexible time off, medical, dental, and vision plans
- Opportunity for career advancement and development within a high-performing team
- Supportive and inclusive workplace culture that values diversity and psychological safety
- Chance to work in a dynamic environment leading technical support for government software solutions
What to Expect (Job Responsibilities):
- Lead and develop a high-performing technical support team through coaching and mentoring
- Oversee daily operations including queue management and service quality
- Own team KPIs and provide regular updates on performance metrics
- Act as the primary point of contact for major customer escalations, ensuring professional resolution
- Collaborate with cross-functional teams to enhance customer experience and operational efficiency
What is Required (Qualifications):
- 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 leadership role
- Proven ability to lead and mentor teams in a fast-paced environment
- Strong command of support operations and customer communications
- Experience with CRM and support platforms such as Salesforce Service Cloud, Zendesk, or ServiceNow
How to Stand Out (Preferred Qualifications):
- Experience managing technical support in a SaaS environment, especially for public sector or complex B2B customers
- Familiarity with workflow automation tools and self-service solutions
- Track record of improving customer satisfaction and operational efficiency
- Certifications such as ITIL Foundation or HDI Support Center Manager are a plus
#GovernmentSoftware #TechnicalSupport #Leadership #CareerGrowth #DiversityAndInclusion
"We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately. We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer."About the company
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 sho...
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