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About the Role
SWTCH is seeking an experienced Director, Technical Customer Support to lead its remote Tier 1 and Tier 2 Technical Support organization. This role is responsible for delivering operational excellence, achieving service level objectives, developing high-performing teams, and driving continuous improvement to ensure an exceptional customer experience at scale.
Responsibilities
- Lead, coach, and develop a high-performing remote team of Tier 1 and Tier 2 Technical Support agents and team leads.
- Own the day-to-day operation of the Technical Support function, ensuring customers receive timely, high-quality support.
- Establish and monitor key operational metrics, including SLAs, CSAT, response and resolution times, backlog health, quality, and team productivity.
- Develop scalable support processes, workflows, and knowledge management practices to improve efficiency and consistency.
- Build effective escalation processes and partner closely with Engineering, Product, Customer Success, Network Operations, and Deployment teams to resolve customer issues.
- Drive workforce planning, scheduling, and capacity management to support a growing global customer base.
- Recruit, mentor, and retain top talent while fostering a culture of accountability, collaboration, and continuous improvement.
- Analyze customer trends and operational data to identify opportunities for automation, process improvements, and product enhancements.
- Lead critical customer escalations and ensure clear communication during high-impact incidents.
- Build a customer-centric support organization that continuously improves the overall customer experience.
Requirements
- 12+ years of experience in Technical Customer Support, Customer Operations, or Service Operations.
- 5+ years leading Tier 1 and Tier 2 technical support teams, including remote or distributed teams.
- Demonstrated success leading managers, team leads, and frontline technical support professionals in a high-growth environment.
- Proven experience building and scaling technical support operations, including workforce planning, SLA management, quality assurance, and performance reporting.
- Strong analytical skills with experience using operational metrics and customer insights to drive continuous improvement.
- Experience with customer support platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, or similar ticketing systems.
- Exceptional leadership, coaching, communication, and cross-functional collaboration skills.
- Experience supporting enterprise SaaS, EV charging, IoT, networking, telecommunications, or another technology-driven industry is strongly preferred.
- Candidates must speak directly with the hiring manager and a member of our P&C team.
- All qualifications will be done face-to-face, whether that is in person or over Google Meet.
- SWTCH does not send out offers of employment without meeting candidates and does not offer employment via text.
Skills
- Technical Customer Support
- Customer Operations
- Service Operations
- Leadership
- Coaching
- Communication
- Cross-functional collaboration
- Workforce planning
- SLA management
- Quality assurance
- Performance reporting
- Analytical skills
- Zendesk
- Salesforce Service Cloud
- Freshdesk
Location
- Remote
Work Type
- Remote
- Full-time
Experience Level
- 12+ years of experience in Technical Customer Support, Customer Operations, or Service Operations
- 5+ years leading Tier 1 and Tier 2 technical support teams
Benefits
- Opportunity to build and scale a world-class Technical Support organization.
- Help accelerate the adoption of electric vehicles.
- Work alongside a collaborative, mission-driven team committed to delivering innovative technology and exceptional customer experiences.
- Take a lead role and make a significant impact on the culture and values of the company.
- Contribute to a clean energy company with a mission to reduce carbon emissions globally.
About the Company
- SWTCH is pioneering EV charging solutions for multifamily and commercial properties across North America.
- Since 2016, our team of entrepreneurs, energy professionals, and technologists has been focused on unlocking the social, economic, and environmental benefits of widespread EV adoption.
- Our solutions are deployed in tens of thousands of locations —many of which are low-to-moderate income housing—helping to make clean mobility accessible for all.
- With an expanding footprint across Canada and the U.S., we’re scaling quickly and looking for mission-driven talent to help accelerate our growth.
- We are a clean energy company with a mission to reduce carbon emissions globally to ensure a clean and sustainable future.
Equal Opportunity
- SWTCH Energy is an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws.
- Accommodations are available on request for candidates taking part in all aspects of the selection process.