Operations Support Analyst (Contractor)

ABOUT THE ROLE

Accela is hiring a contractor to support email deliverability operations for our Public Portal product. This role resolves email delivery failures — primarily blocked addresses in SendGrid — that affect customer-facing notifications and user account provisioning. You will work within Accela's Customer Support organization to ensure that public-facing email communications reach the intended recipients and that delivery issues are resolved quickly.

This is a focused, operational role. We are looking for someone who is detail-oriented, methodical, and reliable. No prior SaaS experience is required — comfort with web-based admin tools, clear written communication, and a steady, process-driven approach are what matter most.

This will be a 6 month contract.

SPECIFIC RESPONSIBILITIES

• Monitor and triage email delivery issues reported through Salesforce support cases related to Public Portal notifications
• Use SendGrid administrative tools to look up blocked email addresses, identify the cause (bounce, block, spam complaint), and unblock when appropriate
• Update Salesforce cases with resolution notes and confirmation of action taken
• Communicate clearly and professionally with support engineers and customers through case comments
• Track recurring patterns in email delivery failures and flag systemic issues to Support leadership
• Maintain a simple log of unblock actions for reporting and trend analysis
• Meet defined service-level targets for case response and resolution

REQUIRED QUALIFICATIONS

• 1+ year of experience in customer service, email administration, IT helpdesk, or technical support
• Comfortable navigating web-based administrative dashboards and tools
• Strong attention to detail and able to follow consistent processes accurately
• Clear, professional written communication
• Reliable internet connection and able to work standard U.S. business hours

COMPENSATION AND WELL-BEING

The annual base salary range for this full-time position is $20.00/hour to $25.00/hour (less applicable taxes). The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience.