Operations Support Analyst; Contractor Remote

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 Send Grid — 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. 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.

This will be a 6 month contract.

• Monitor and triage email delivery issues reported through Salesforce support cases related to Public Portal notifications
• Use Send Grid 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

• 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

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

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.