Manager of Support

Remote (United States)

Imagine yourself here!

OpenGov is a mission driven fast-growth, Series D, venture backed startup (includes Andreessen Horowitz, Formation 8, and Emerson Collective). Our Board of Directors includes iconic Silicon Valley executives John Chambers (former Cisco Chairman and CEO) and Marc Andreessen (Time Magazine’s list of the 100 most influential people in the world). 

OpenGov is the leader in modern cloud ERP software for our nation's cities, counties, and state agencies. We have surpassed 1,000+ governments (and growing fast!) using our products in our mission to power more effective and accountable government.

OpenGov is a 2021 Top Workplaces USA award winner!

The Manager Support Tier 2 - Applications leads a team of support professionals focused on supporting multiple OpenGov applications, including new applications resulting from organic and inorganic company growth. The Tier 2 application support team is an expert team of specialists who lead deep problem solving and customer education efforts to ensure successful adoption of OpenGov solutions. 

In this leadership position, you will help to define the best practices for Tier 2 support, grow, and manage a team of Tier 2 solution experts, and you will coordinate with both Tier 1 and Tier 3 support teams.  

The Manager Support Tier 2 - Applications is responsible for ensuring the team has well-defined roles, meaningful performance management and feedback, professional development, training, mentorship, and an opportunity to grow within OpenGov’s award winning company culture.

Manager Support Tier 2 - Applications Responsibilities:

Manage a Tier 2 Support Team

  • Participate in the definition and creation of tier 2 support practicesTeach best practices and measure the outcomes of delivering an industry best support service
  • Set individual goals, and coach and mentor team members to ensure they are achievedEnsure timely resolution of customer reported issues
  • Manage hand off from Tier 1 and escalation to Tier 3 for customer reported issues

Deliver Support Tier 2 KPIs and ensure Call & Case Quality

  • Participate in the definition of the KPIs & reports that will be used to track the health of the Tier 2 Customer Support practice
  • Track, manage and deliver against the quarterly outcomes for a best in class Tier 2 customer support practiceEnsure the call and case quality standards are met by all support representatives

People Leadership

  • Lead and manage a team of support representatives through the lifecycle of their careers with OpenGov, including recruitment and hiring, coaching and development, mentoring and retaining, and performance management
  • Guide the customer support representatives in the execution of call and case quality outcomes
  • Collaborate with leadership to maintain a matrix of current skills on the team and continue to develop the skills needed to meet the evolving needs of the business
  • Maintain schedules and rotations to ensure calls are answered and SLAs are met

Minimum Qualifications:

  • Experienced. 10+ years’ in Customer or Technical Support leadership in SaaS software for complex applications. 

Experience leading a team of customer support representatives, delivering on quality and SLA commitments consistently.

Direct government experience, state or local, also desirable

  • Highly Technical. You have strong technical skills across various technologies & impeccable business acumen. Knowledge of ERP, data integrations, payment processing and accounting. Experience in Windows Servers/IIS, network troubleshooting, AWS/Azure/Google Cloud, as well as architecting mission-critical systems for payment processing and budget planning.
  • Inspiring Leader. Natural leader and self starter who can lead with authority, coordinate multiple efforts towards common goals, and help other team members to excel in their work by knowledge transferring/sharing
  • Excellent Communication. You know what to say and more importantly, how to say it.
  • You are a Recruiter! OpenGov hires company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world.

What makes OpenGov unique

  • Leadership: CEO Zac Bookman (MPA from Harvard and JD from Yale) is truly a mission-driven CEO. He was named one of the 100 most Intriguing Entrepreneurs by Goldman Sachs and SF Business Times' 40 under 40 class of 2018!
  • Funding: $140 million, Series D company, from top tier investors including Andreessen Horowitz, 8VC, and Emerson Collective. Click here to read more about our latest round of funding!
  • Board of Directors: Includes iconic executives John Chambers (former Cisco Chairman and CEO), Marc Andreessen (Time Magazine’s list of the 100 most influential people in the world), Katherine August-deWilde (Vice Chair of First Republic Bank), and Amy Pressman (co-founder, former president, and a current board member of Medallia).
  • Growth: Double growth with 1,000+ governments (and counting) using our products!
  • Culture: Winner of 2021 Top Workplaces USA awardForbes 2021 Best Startup Employers50 Best Workplaces award. Check out our Careers Video!
  • Perks: 90% paid Medical/Dental/Vision premium for employees, fully paid Life and Short/Long term disability insurance, Unlimited PTO, Parental Leave policy, monthly fitness stipend, anniversary awards, and more!
  • Product: Named a Tech Pioneer by the World Economic Forum, we are the leader in cloud ERP software for our nation's cities, counties, and state agencies.
  • Mission Driven: We are a technology company helping out our communities, cities, and states. We're powering more effective and accountable government.

Come join us and make a positive social impact!

OpenGov is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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