Operations Support Analyst, Accela

Contractor

Salary not provided

The annual base salary range for this full-time position is $20.00/hour to $25.00/hour

Salesforce

Junior and Mid level

Remote from US

SaaS solutions for government

Be an early applicant

SaaS solutions for government

501-1000 employees

B2BEnterpriseSaaSCommunity

Be an early applicant

Salary not provided

The annual base salary range for this full-time position is $20.00/hour to $25.00/hour

Salesforce

Junior and Mid level

Remote from US

501-1000 employees

B2BEnterpriseSaaSCommunity

Company mission

To empower state and local governments to attract and grow businesses, protect citizens and build smart cities and communities.

Job

Company

Role

Who you are

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
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

What the job involves

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
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
This will be a 6 month contract

Our take

Accela is a govtech company providing digital government services to more than 300M citizens worldwide. Its strong track record includes the 2021 launch of SolarPP+, a permitting platform for solar energy projects, which earned recognition from Fast Company as a World Changing Idea, highlighting the effectiveness of tech partnerships in addressing critical challenges.

Recent innovations, such as the revamped Rapid Damage Assessment tool introduced in 2023, enable local officials to respond quickly to disasters by capturing vital on-the-ground data. Alongside this, Accela reported a remarkable 68% year-over-year growth and announced new state funding for communities utilizing its SolarAPP+, improving permitting efficiency and resource management.

It also recently acquired OpenCounter, to enhance its capabilities and provide intuitive solutions that simplify the licensing process for residents and businesses. By continually adapting to the evolving needs of local governments, Accela has solidified its position as a vital tool in modern governance.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

1% employee growth in 12 months

Glassdoor (3.5)

Company

Funding (last 2 of 3 rounds)

Feb 2015

$143.5m

GROWTH EQUITY VC

Jun 2014

$8m

GROWTH EQUITY VC

Total funding: $155.6m

Company benefits

Health & Relaxation: We work hard and play hard too
We offer paid holidays and a Responsible Time Off (RTO) policy, empowering our employees to take the time they need to ensure a healthy work/life balance
We offer medical, dental and vision coverage for you and your family, along with other wellness and disability plans
We help keep you fit and healthy with fitness challenges, online meditation and yoga, wellness days and motivational speaker sessions

Company HQ

San Ramon, CA

Leadership

Noam Reininger

(CEO)

They joined Accela in 2024 as CEO. Prior to this, they were the CPO/President at Service Channel, the CPO/General Manager at Gordian, and the SVP of Product Management at Dun & Bradstreet.

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