Operations Support Analyst (Contractor)

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. 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 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

• 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

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