Operations Support Analyst (Contractor)

Job description

ABOUT THE ROLE: 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. SPECIFIC RESPONSIBILITIES: - 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 professiona...