Customer Support Lead

The Mission: Why We Exist, What We Do, And Where You Fit 

At e-PlanSoft, we help cities and counties modernize their plan review processes. Our software platform replaces manual, paper-heavy workflows with a faster, more transparent system for reviewing and approving building plans, empowering agencies to reduce permit turnaround times and improve service to their communities.

We're at an inflection point: With fresh investment and strong product-market fit at ~$5M ARR, our customers depend on us for mission-critical workflows. When our software works, permits flow and communities thrive. When issues arise, building inspectors, plan reviewers, and permit coordinators are stuck—and so are the contractors, developers, and residents counting on them.

We're hiring a Customer Support Lead to build and lead our support function as both operator and leader. You'll be in the tickets alongside your team, solving complex technical issues in real-time while establishing the systems, standards, and culture that will scale as we grow. Starting with one support agent, you'll handle a meaningful volume of support work yourself while coaching your teammate and building the foundation for a world-class support organization.

This is a player-coach role where technical troubleshooting meets team leadership and customer advocacy. You'll need to diagnose integration issues with systems like Accela and Amanda, guide government users through workflow questions, and turn support interactions into opportunities that strengthen customer relationships. Perfect for a technical support leader who thrives on solving hard problems, building efficient systems, and elevating team performance in high-stakes GovTech environments.

Competencies: What You Need To Be Uniquely Great At 

Must-Haves

• Technical troubleshooting expertise: You can independently diagnose and resolve complex technical issues involving integrations, APIs, browser compatibility, user permissions, and workflow configurations—particularly in enterprise SaaS environments with legacy system integrations
• Player-coach mentality: You're equally comfortable taking tickets, troubleshooting production issues at 6pm, and coaching your teammate through complex problems—leading by example while building the team's capability
• Government software fluency: You understand how government agencies operate, the workflows of permit departments and building divisions, and can communicate effectively with both technical IT staff and end-users like plan reviewers and permit coordinators
• Systems builder: You create scalable processes, documentation, and knowledge management systems that reduce resolution time and enable team growth without sacrificing quality or customer satisfaction
• Customer empathy with urgency: You understand when a "system down" ticket means permit deadlines are at risk and contractors are waiting, balancing empathy with efficient problem-solving and clear communication
• Data-driven improvement: You use metrics to identify trends, prioritize improvements, and demonstrate impact—turning support data into actionable insights for product, implementation, and customer success teams

Nice-to-Haves

• GovTech support experience: You've supported government agency customers and understand public sector IT constraints, procurement cycles, security requirements, and the political sensitivity of system downtime
• Experience supporting software that integrates with Accela, Amanda, Clariti, or other Community Development Platforms
• Background in technical support escalation management or Tier 2/3 support roles
• Familiarity with plan review, permitting, or construction document workflows
• Experience building support teams from scratch in high-growth B2B SaaS environments
• Knowledge of support tools (Zendesk, Intercom, Jira Service Management) and best practices for ticket management and knowledge base creation