Manager, Customer Support

About the Role

The Manager of Technical Support is first and foremost a people leader. You will lead, coach, and inspire a team of technical support professionals to deliver effortless experiences for our customers. At Accela, that means making it easy to get help, solving issues quickly, and preventing future problems. This role reports to the Senior Director of Technical Support and combines leadership excellence with operational rigor to ensure support is responsive, proactive, and continuously improving.

Specific 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.

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 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.

Desired Qualifications

• 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.