Customer Support • Lead

Who you are

You are a seasoned leader with a strong background in technical support management. You have a proven track record of building high-performing teams through coaching, mentoring, and career development. You foster a culture of accountability and collaboration, ensuring that your team is continuously improving and delivering exceptional customer experiences. You are data-driven, using CRM and support analytics to identify patterns and prioritize work effectively. You excel in managing escalations with clarity and professionalism, conducting root cause analyses to improve processes and training.

What you'll do

In this role, you will lead a team of technical support professionals, overseeing daily operations including queue management and service quality. You will own team KPIs and reporting, ensuring SLA attainment and customer satisfaction. You will act as the primary point of contact for major customer escalations, leading resolution efforts with urgency. You will optimize policies and processes to enhance efficiency and strengthen self-service resources. Additionally, you will evaluate and adopt new technologies that advance support operations, ensuring your team is equipped to meet customer needs effectively.

What we offer

Accela offers a supportive work environment where you can thrive as a leader. You will have access to various well-being benefits and opportunities for professional growth. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives.