OpenGov is the leader in AI-enabled software for cities, counties, state agencies, and special districts. With a mission to power more effective and accountable government, OpenGov serves 2,000 communities across the United States. OpenGov is built exclusively for the unique asset management, permitting and licensing, procurement and contract management, tax and revenue, budgeting and planning, and financial management needs of the public sector. The OpenGov platform empowers organizations to operate more efficiently, adapt to change, and strengthen public trust.

Learn more or request a demo at opengov.com

Job Summary:

The Manager I, Technical Support will provide direct supervision and guidance to a team of technical support professionals, ensuring efficient and effective resolution of customer issues. The Manager I, Technical Support will be part of a leadership team in the Support Center of Excellence, fostering a culture of accountability, collaboration, and innovation in alignment with the OpenGov mission of “Powering more effective and accountable government.”

The Manager I will also lead our support operations for a cloud-based SaaS platform focused on financial and accounting solutions. The ideal candidate will have a background in SaaS environments, a strong understanding of finance workflows, and a passion for delivering exceptional customer support experiences.

Responsibilities:

• Work in office in our Center of Excellence

• Utilize new tools (such as AI) to support our customers effectively at scale.

• Manage and mentor a team of technical support specialists, ensuring consistent delivery of high-quality support for our Financial SaaS products, including commitments to SLA and Team KPIs.

• Design and implement scalable support workflows that align with financial compliance standards and best practices.

• Collaborate cross-functionally with Product, Engineering, QA, and Implementation teams to resolve complex customer issues, particularly those related to accounting modules such as Accounts Payable, Accounts Receivable, General Ledger, and Budgeting.

• Provide direct supervision to technical support specialists, analysts, and engineers, ensuring adherence to established processes and procedures.

• Manage day-to-day operations of the technical support team, ensuring timely and accurate resolution of customer inquiries via phone, chat, web, and email.

• Act as a guide to the team, providing technical guidance and support, and stepping in to resolve complex issues as needed.

• Monitor team performance against established KPIs, including case resolution time, customer satisfaction (CSAT), and SLA adherence. Look for the “why” behind the stats to recommend adjustments where needed. 

• Utilize the service management system (e.g., Salesforce Service Cloud) for case management, ensuring accurate and timely updates.

• Implement and maintain routine operational plans, ensuring alignment with functional goals and objectives.

• Analyze data and situations to identify trends and areas for improvement in support processes.

• Manage moderate-sized projects or team initiatives with moderate complexity, balancing multiple tasks and priorities.

• Influence team strategies and operational improvements, contributing to the development and performance of team members.

• Mentor and develop team members, providing coaching and feedback to enhance their technical and customer service skills. This includes technical and product training for the team and regular performance management. 

• Foster a collaborative team environment, ensuring team objectives are met.

• Conduct presentations of technical information concerning specific projects or programs to team members and peers.

• Works on issues requiring the analysis of data and situations that require solid judgment.

• Meets targets typically against a monthly plan.

• Gains cooperation of others.

• Drive initiatives to enhance self-service support, automation, and knowledge sharing, ensuring scalability and efficiency.

• Develop structured mentorship and career development opportunities for team members, fostering a pipeline of future technical leaders.

• Has a working knowledge of the product functionality of all suites under their purview and can fill in for team members when they are out. 

Requirements and Preferred Experience:

• Bachelor’s degree or equivalent experience preferred.

• 2+ years of experience in a technical support role

• Solid understanding of technical support best practices and tools.

• Proven technical acumen in troubleshooting complex software issues and problem-solving required

• Proficiency with a Service Management System (Salesforce Service Cloud, ZenDesk, Service Now, etc.) required

• Aptitude for mastering new software applications and tools required

• Ability to analyze data and identify trends.

• Strong problem-solving and decision-making skills.

• Excellent communication and interpersonal skills.

• Ability to work in a fast-paced  environment and manage multiple priorities.  

• Experience with knowledge management systems is a plus.

• Experience with JIRA and Kanban boards is a plus.

• Experience with ITIL best practices is a plus.

• Experience with incident Management, Problem Management, Change Management, and Release Management 

• Excellent organizational, time-management, and prioritization skills required

• Ability to train and mentor team members.

• Ability to collaborate and thrive within a team environment required 

• Ability to handle multiple competing priorities required

• Ability to lead and influence at all levels required

• Ability to handle high-pressure situations and de-escalate sensitive customer situations required

• Experience working with government (state or local) customers preferred

$76K - $90K

On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.

The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

Why OpenGov?

A Mission That Matters.

At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust.  Some people say this is boring.  We think it’s the core of our democracy.

Opportunity to Innovate

The next great wave of innovation is unfolding with AI, and it will impact everything—from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We’ve touched 2,000 communities so far, and we’re just getting started.

A Team of Passionate, Driven People

This isn’t your typical 9-to-5 job; we operate in a fast-paced, results-driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Buenos Aires, Chicago, Dubuque, Plano, and Pune.

A Place to Make Your Mark

We pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.

Benefits That Work for You

Enjoy an award-winning workplace with the benefits to match, including:

• Comprehensive healthcare options for individuals and families.

• Flexible vacation policy and paid company holidays

• 401(k) with company match (USA only)

• Paid parental leave, wellness stipends, and HSA contributions

• Professional development and growth opportunities

• A collaborative office environment with weekly catered lunches