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Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve.   We are EVERSANA.

Job Description

THE POSITION:

Medical Information is a critically important customer-facing function that supports the safe and effective use of pharmaceutical company products by providing timely, scientifically balanced, evidence based, non-promotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers.

Medical Information also plays an important role in post-marketing handling of adverse events and product complaints. As part of the Medical Information Contact Center (MICC) team, this position ensures client success by providing oversight of assigned clients, including implementation, ongoing management, regular touchpoints and meetings. This position understands client needs, and ensures deliverables meet expectations, including key performance indicators (KPIs) and service levels.

This position supports hiring, manages, and develops direct reports, mentors junior staff and has team-leading responsibilities. This position also takes an active role in additional projects to support the MICC team.

The role is home office based, and the eligible candidate must hold a valid work permit in the European Union, or the UK.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

CLIENT MANAGEMENT

• Ensure client success by providing oversight of assigned clients, including implementation, ongoing management, regular touchpoints and meetings.
• Understand client needs and ensure deliverables meet expectations, including KPIs and service levels.
• Act as liaison with client stakeholders to manage all aspects related to services provided by EVERSANA Medical Information Contact Center Medical Communications (EVERSANA-MICC).
• Perform project escalations in a timely manner when client performance requirements are not met.
• Address client concerns in reference to products, services rendered or employee interactions.
• Serve as resource person for staff regarding the client, client procedures, and client product(s).
• Participate in client audits and collaborate with EVERSANA Quality to facilitate audits.
• Manage client invoicing.

TEAM LEADERSHIP

• Mentor junior staff. Provide initial and ongoing training to staff.
• Ensure staff performance and proficiency across client product(s) & procedures.
• Monitor and update client resources to ensure staff have the most accurate and current information.
• Maintain client and client product information reference files.
• Proactively monitor work processes related to handling medical information inquiries and ensure compliance with client performance requirements of EVERSANA-MICC.
• Provide constructive suggestions and follow through with the implementation of appropriate changes. This may include revising/updating content or processes to meet EVERSANA-MICC service standards as well as the expectations and requirements of the client(s).

MEDICAL INFORMATION SUPPORT

• Triage and respond to medical information inquiries from physicians, pharmacists, nurses, and other health care professionals, consumers, and payers. Utilize medical information skills to identify, research, and critically evaluate medical literature to create responses to medical information inquiries.
• Utilize writing skills for adverse event and product complaint narrative during intake as well as medical inquiry custom responses.
• Handle requests across multiple channels and platforms (phone, email, CRM, chat, etc.)
• Identify adverse events and product complaints during interactions with customers. Perform intake sufficient to generate adverse event and product complaint reports in compliance with EVERSANA-MICC and client standard operating procedures. Knowledge of FDA’s post-marketing adverse event reporting regulations and safety terminology. Ability to make accurate assessments regarding what information needs to be obtained and the level or depth of information to be collected.
• Coordinate processes necessary for responding to product quality-related complaints. This process may involve interactions with personnel in the following departments: Quality Assurance, Regulatory Affairs, and the complainant.
• Maintain product, therapeutic area, and client specific requirements knowledge.
• Ensure good documentation, high quality, and excellent customer service.
• Medical writing and Medical Information content development. Provide medical writing to assist in drafting of Medical Information response documents [FAQs, Scientific Response Documents (SRDs), Custom Response Documents (CRDs)] and/or work collaboratively with medical writing team to develop these materials.
• Staffing at scientific medical affairs booths.
• On-call responsibilities on an assigned basis.
• Miscellaneous projects such as market and competitive product research, operational and process improvements, field team training and field liaison support.
• All other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

EXPECT AT IONS OF THE JOB:

• Metrics: Maintain and contribute toward process improvement, which positively impacts metrics associated with activities of the Medical Communications Contact Center; metrics are subject to change annually or more often as deemed necessary.
• Customer Services: Maintain and improve customer services associated with the activity of the Medical Communications Contact Center.
• Hours: Able to work full-time and be flexible with work scheduling as required by clients and management.
• Travel: In general, this position does not travel; however, the incumbent will need to be able to travel up to 10%.

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Education:  Advanced healthcare degree in Life Sciences or healthcare degree or equivalent.
• Experience and/or Training: One to two years of Medical Information and/or pharmaceutical industry experiences.

PREFERRED QUALIFICATIONS:

• Education: Advanced healthcare degree in Life Sciences or healthcare degree of equivalent.
• Experience and/or Training: Two to 5 years of Medical Information and/or pharmaceutical industry experiences.
• Experiences in a Contact Center and Pharmaceutical industry environment.
• Skills in project management and time management.
• Technology/Equipment: Technology proficiency in the areas of telephony, Medical Information database, Microsoft Office, and video conference platforms.
• Knowledge: Therapeutic expertise. Ability to critically evaluate medical literature. Medical Information contact center systems and processes.
• Language skills: fluent English, additional language skills highly desirable.
• Experience in Drug Information or a specialty area, particularly in Oncology, Hematology, Immunology, rare disease, Neurology, Cardiology, or other specialty.
• Positive Attitude and Energy – Exhibits an upbeat attitude, a genuine interest in others and a sense of humor. Energizes others and heightens morale through her/his attitude.
• Communication Skills – Possesses the ability to develop and articulate ideas and information that generate understanding and creates a climate that motivates and encourages others to participate.
• Innovator – Transforms creative ideas into original solutions that positively impact the company’s performance.
• Highly Principled – Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior.

Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others.

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone’s responsibility.

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Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. By combining human instinct with the...

We are looking for a Customer Support Team Lead (Night Shift), who will lead our Bulgaria-based support operations during LATAM business hours (17:00 – 01:00 Local Time).

This is a remote position. About ApprovelyApprovely is a fast-growing payment platform focused on serving high-risk and underserved markets, including online gaming, fantasy sports, sweepstakes, and more.

Who is Boulevard? Boulevard provides the first and only client experience platform for appointment-based, self-care businesses.

Leading the future in luxury electric and mobility

At Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility.

We plan to lead in this new era of luxury electric by returning to the fundamentals of great design – where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience.

Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we’re providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.

The primary goal of the Customer Care Lead is to develop and build a world-class customer experience and service to Lucid vehicle owners. The ideal candidate will coach the Customer Care team to exhibit technical acumen, but also exhibit a strong understanding of empathy, professional drive, and passion for customer service. The ability to develop excellent relationships with Lucid vehicle owners, as well as internal departments to effectively address customer concerns is crucial. The hours for this role will be 12:00pm - 8:30 pm EST. This position offers the potential for a hybrid schedule, meaning work-from-home flexibility on Fridays and Saturdays. This option is not guaranteed and is based on individual performance, reliability, and the ability to work independently.

The Role

• Help develop and build team processes and scripts in an ongoing manner.
• Accountable for a team of Specialists, ensuring they are meeting team metrics, and providing on-the-spot guidance for questions or escalations.
• Coach team to provide the highest level of support to customers via inbound phone calls, chats and tickets for technical inquiries, or determine if roadside assistance is needed.
• Work closely with the Customer Care Manager to strategize advancements by determining improvements to processes, metrics, training or comprehension.
• Resolve customer cases and escalations, communicating efficiently with internal departments when needed.
• Advocate for the customer to improve Lucid services or offerings based on requests and reported bugs. Champion customer experiences and process improvements.
• Model Product Expertise to team of specialists to educate Lucid vehicle owners, generating confidence in the operation of a Lucid vehicle. Must be comfortable to answer vehicle equipment questions, vehicle operations, discuss concerns around mechanical or cosmetic issues.
• Capable of masterfully guiding both adept and amateur technical customers and mechanics through app and website, through a personal technical aptitude.
• Triage car condition or operational concerns during escalations of initial vehicle production

Qualifications

• Availability to work weekends, or a flexible schedule to eventually support customers 24⁄7, 365 days of the year.
• Minimum 3 years of experience in customer service, or contact center experience, as well experience building workflows, processes and scripts.
• Positive attitude, friendly demeanor, empathetic mindset, and commitment to providing a great customer experience. Eagerness to take on new responsibilities.
• Excellent communication and comprehension skills.
• Detail-oriented and highly precise. Flexible, proactive, attention to details, and inclination to contribute with strong critical thinking and common sense.
• Exceptional time management skills, and multitasking capabilities, rapidly but effectively able to handle multiple customer cases. Remains organized with a sense of priority, adapt to work in a high pressure and fast pacing environment
• Understands both Mechanical and Cosmetic repair times, skills and cost management.
• Willingness to learn new and innovative automotive technologies.
• Familiar with Outlook, and MS Office Suite.
• Verbal and written skills in English.
• Verbal and written skills in Canadian French and Arabic.
• Start up, or NPI experience preferred but not required.
• Automotive industry experience preferred but not required.

Base Pay Range (hourly):

$25 - $28 USD

At Lucid, we don’t just welcome diversity - we celebrate it! Lucid Motors is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations.

Additional Compensation and Benefits: Lucid offers a wide range of competitive benefits, including medical, dental, vision, life insurance, disability insurance, vacation, and 401k. The successful candidate may also be eligible to participate in Lucid’s equity program and/or a discretionary annual incentive program, subject to the rules governing such programs.  (Cash or equity incentive awards, if any, will depend on various factors, including, without limitation, individual and company performance.)

By Submitting your application, you understand and agree that your personal data will be processed in accordance with our Candidate Privacy Notice. If you are a California resident, please refer to our California Candidate Privacy Notice.

To all recruitment agencies: Lucid Motors does not accept agency resumes. Please do not forward resumes to our careers alias or other Lucid Motors employees. Lucid Motors is not responsible for any fees related to unsolicited resumes.

About Waterworks

When you see the world’s most inspiring homes and hotels, you invariably find Waterworks in the mix. For over 40 years, our designs have elevated the bath and kitchen experience, with exquisite fittings, fixtures, hardware and more. We strive to be participants in exceptional design moments not just through our products, but through how our company name shows up in the world at large. 

What We Provide

What gives us an edge over our competitors is our people. We work in a highly collaborative, creative environment that values each team member’s contributions to our mission. We empower our associates with extensive training, career growth opportunities, competitive salaries, bonus potential and a comprehensive benefits package including medical/dental/vision, and 401k retirement savings plan. We offer a generous PTO program (vacation, personal and sick time) with additional perks like some summer half days and a volunteer day.  The company observes at least 8 federal holidays throughout the calendar year plus a floating holiday that associates can use at their discretion.

The Role

The Client Support Manager is responsible for managing a team and overseeing operational processes and procedures across assigned channel of business. This role manages a team of Client Support Specialists and a team lead to ensure efficient order and project management, operational consistency, and exceptional customer service in alignment with company guidelines and standards.

The ideal candidate brings a strong people management acumen, commitment to service excellence and continuous process improvement to drive a streamlined, elevated service experience for both clients and supported showroom teams.

Managers supporting showrooms within a 50-mile radius are expected to maintain an onsite presence a minimum of 2–3 days per week, or more frequently as business needs dictate.

For showrooms located beyond a 50-mile radius, managers are expected to be onsite at least once per month, with additional visits scheduled as required to support business priorities.

Work schedules may include occasional weekend hours based on operational demands and showroom needs.

 

*Currently accepting internal applications through May 11th

\n

Responsibilities:

• Lead, coach, and develop a regional team of Client Support Supervisors and Team Leads to consistently deliver a premium, luxury-caliber service experience to internal and external clients
• Build and maintain strong partnerships with showroom leadership and sales teams to support an exceptional client experience and seamless order management
• Partner with the Director to develop, refine, and implement standardized operating procedures across the division
• Oversee service execution for large-scale, high-profile, and special projects within the region, ensuring all service-level expectations and timelines are met
• Communicate critical business, operational, and performance updates through regular team meetings and ongoing leadership engagement
• Ensure timely completion of daily workflows, documentation, and service activities; proactively assess workloads and rebalance resources as needed
• Collaborate closely with Service and Technical Support teams to manage support ticket volume and backlog, ensuring service-level agreements are consistently achieved
• Design, deliver, and continuously improve onboarding and ongoing training programs to develop team capability and performance
• Partner cross-functionally to identify process gaps, implement best practices, and drive operational efficiency and scalability
• Manage and enforce the order-to-cash process, ensuring compliance with internal controls, audit requirements, and company policies
• Coach and support Client Support Supervisors and teams in resolving client, showroom, and operational escalations effectively and professionally
• Equip teams with the tools, resources, and guidance necessary to achieve quarterly shipping targets and performance goals
• Serve as the final escalation point for unresolved or high-impact client, operational, or service issues within the region
• Enforce consistent adherence to service standards, policies, procedures, and company values
• Prepare and deliver weekly and monthly performance reporting, including service metrics, compliance measures, and operational insights
• Lead or support additional strategic initiatives and projects as assigned

Requirements:

• Bachelor’s degree or equivalent combination of education and experience
• 5 years of management experience in a customer service–driven environment
• Understanding of high-end retail sales and luxury service standards
• Highly organized with the ability to multitask and adapt quickly to changing priorities
• Proven leadership skills to direct, motivate, and empower teams to achieve results
• Ability to foster a collaborative team environment that promotes high performance and goal attainment
• Demonstrated ability to build strong relationships with internal partners and external clients
• Strong problem-solving and solution-oriented mindset
• Proficiency with computer systems, including advanced Microsoft Excel skills (pivot tables, exports, and reporting); ERP systems
• Knowledge of plumbing, surfaces, or construction preferred
• Ability to travel up to 30% to showroom locations and/or the corporate office

\n$75,000 - $80,000 a year\n

Our Values

Be Authentic: Engage in real conversations. Communicate honestly with respect and professionalism.

Raise The Bar: Share ideas to uphold our standard of excellence. Never settle for less than the best.

Own It: Be responsible for your results. Empower yourself and others to step forward and lead.

Partner For Perfection: Collaborate with peers and teammates to deliver superior service to our clients.

Love What You Do & Do What You Love: Generate excitement and enthusiasm for our brand and company.

Waterworks is committed to promoting pay equity. Rate of pay is determined based on each individual's experience, qualifications, and the geographic location of the role. Final offer amounts are determined by multiple factors including candidate's experience and expertise and may vary from the amounts listed above.

Waterworks is an equal opportunity employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by federal or state law or local ordinance.

Headquarters: USA - Remote

Manager, Customer Support

About the Role

Posit’s Customer Support team is the primary point of contact for customers experiencing issues with Posit software. 

Because our products encompass both SaaS solutions and tools deployed by customers in their own local environments, our engineers support customers through a range of services, from billing questions to in-depth inquiries about Linux functionality. Regardless of the issue, we strive to transform a moment of frustration into a positive experience that impresses every customer with our kindness, empathy, and technical expertise.

We seek a Manager, Customer Support to help us lead, guide, and improve our support experience. Working on this team will provide you with the opportunity to enhance customer experience, inform product improvements based on feedback from customer interactions, and lead a creative and collaborative team of talented support engineers.

A Bit About You

• Proven experience managing a Global Support organization


• Good understanding of Self-Service strategies and their implementation


• Experience with AI solutions in Support‘s daily activities and processes


• Customer experience-focused


• Experience in cross-functional work and communication, focusing on improving customer experience and product quality

Things you’ll own:

• Guide day-to-day support functions


• Coach engineers on their career development


• Improve Support processes for the benefit of the customer and the team


• Foster a collaborative and open team culture


• Increase automation and deflection based on analysis of tickets


• Monitor and improve KPIs


• Facilitate knowledge sharing and training

Things you’ll assist with:

• Setting direction for the entire team and fostering a culture of psychological safety, technical excellence, and continuous improvement.


• Creating team-wide processes that allow us to scale by identifying, clarifying, and completing projects and customer engagements, and sharing knowledge across the team. 


• Communicating with other teams across the company to ensure they are aware of what Support is doing and planning, and vice versa.

Broad Timeline

By the end of your first month, you would…

• Meet the rest of the Support team and a meaningful fraction of the rest of the company.


• Understand our Pro Products, offerings, and processes.


• Get to know your direct reports, their career aspirations and values, and understand what motivates them at Posit.


• Develop hypotheses on operational improvements that could increase our efficiency.

By the end of your fourth month, you would…

• Be comfortable directing and managing your part of the team to handle support tickets and process improvements 


• Identify 1-2 opportunities for meaningful improvement to Support team processes and grow the team's effectiveness, efficiency, and/or impact, and begin implementing them.


• Develop relationships with people on other teams across the company to be more effective as a leader.

Posit offers competitive compensation with extensive human-first, people-focused benefits to prioritize your personal and financial well-being. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset. This hiring range reflects base salary and assumes that the job will be performed in the United States.

Hiring Range$132,700—$175,120 USD

Working at Posit:

• We welcome all talented colleagues and are committed to a culture that represents diversity in all its forms.


• We prioritize giving ourselves “focus time” to get deep work done. We minimize meetings and attempt to operate asynchronously.


• We are a learning organization and take mentorship and career growth seriously. We hope to learn from you and we anticipate that you will also deepen your skills, influence, and leadership as a result of working at Posit.


• We operate under a unique sustainable business model: We have over 50% of our engineering dedicated to creating free and open source software.  We are profitable and we plan to be around decades from now.


• Posit is a Public Benefit Corporation (PBC) and a Certified B Corporation®, which means our open-source mission is codified into our charter. As a result, our corporate decisions balance the community's interests, customers, employees, and shareholders. Hear more about why we think this matters here.

Notable:

We offer competitive compensation with extensive human-first, people-focused benefits to prioritize your personal and financial well-being. These benefits apply to full-time positions only.

• 100% of medical, dental, and vision insurance premiums are covered for employees and their families! Fertility and gender-affirming healthcare is included in all of our plans.


• Supplemental mental health and wellness benefits are available via Ginger even if you don’t opt in to our insurance plans, including Ginger for teen family members.


• Posit's gender-neutral paid parental leave policy covers all new parents, including foster and adoptive parents.


• All full-time employees are eligible for 401k enrollment starting on day one.




• After six months of employment, Posit provides a substantial yearly match to employee 401K contributions.




• An annual profit-sharing bonus for employees recognizes our team’s contributions to company performance across the year.


• We are a 100% distributed team. You are also welcome to come into our Boston office. 




• We offer a $400 monthly reimbursement for coworking space rental if you prefer to work away from home. 




• Our Lifestyle Savings Account offers an initial deposit of $1800 and then an additional quarterly stipend of $375 to cover the costs of professional development, wellness, financial health, charitable giving, and remote work support.


• We provide a flexible environment with a generous vacation policy that encourages a minimum of four weeks PTO per year plus 15 paid company holidays.

Are you excited about this role but not sure if your experience aligns with every qualification in the job description? That’s okay. We know multiple perspectives are essential for a thriving organization and we'd still love to hear from you! 

Posit is committed to being a diverse and inclusive workplace. We encourage applicants of different backgrounds, cultures, genders, experiences, abilities, and perspectives to apply. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, or length of time spent unemployed.

Posit Software, PBC participates in the federal E-Verify program, which confirms employment authorization of newly hired U.S. based employees. E-Verify is not used as a tool to pre-screen candidates and is only initiated upon hire.

E-Verify Participation Notice (English/Spanish)

Right to Work Notice (English/Spanish)

#LI-REMOTE

 

To apply: https://weworkremotely.com/remote-jobs/posit-manager-customer-support

Headquarters: US Based - Remote

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.


• Certifications such as ITIL Foundation, HDI Support Center Manager, or KCS Practitioner are a plus.

 

ABOUT ACCELA
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 should be delivered, and expect a consistently convenient, openly transparent view into their local government. While government agencies struggle to do more with less, our mission has never been more critical. Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. From planning, to building, to service request management and more, Accela’s SaaS offerings level the playing field for small and medium governments and enable smaller agencies to leverage larger city technologies. Our open and flexible technology helps agencies address specific needs today, while ensuring they are well prepared for the emerging challenges of the future.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
Accela believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging. Accela is committed to putting resources and attention towards evolving our practices, policies, and philosophies to enable diversity to thrive and to support equity in opportunity for everyone.

COMPENSATION AND WELL-BEING
The annual base salary range for this full-time position is $110,000-$120,000 (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. In addition to an annual base salary, this position is eligible for an annual bonus target. This is a discretionary bonus awarded based on company and individual goal achievement.
 
Accela’s U.S. team members will receive a generous benefits package consisting of options including 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, and other well-being benefits.

Accela is an Equal Opportunity Employer/Affirmative Action Employer and will respond to requests for job accommodations.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or based on disability, gender identity, and sexual orientation.

#LI- Remote

To apply: https://weworkremotely.com/remote-jobs/accela-manager-customer-support