Director, Technical Customer Support
Core
Lead and scale a remote Tier 1 and Tier 2 technical support organization for an EV charging platform serving multifamily and commercial properties.
Role type
Director, Technical Customer Support
Builds
Scalable support processes, workflows, and knowledge management practices for an EV charging SaaS platform
Domain
Clean energy / EV charging / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Leading distributed technical support teams, scaling customer operations, workforce planning, SLA management, quality assurance, performance reporting, cross-functional collaboration, data analysis
Preferred skills
Enterprise SaaS support, EV charging, IoT, networking, telecommunications
Technologies
Zendesk, Salesforce Service Cloud, Freshdesk
Responsibilities
Lead and coach remote Tier 1 and Tier 2 support agents and leads; establish and monitor operational metrics (SLAs, CSAT, response times); develop scalable support processes and knowledge management; build escalation processes with Engineering and Product; drive workforce planning and capacity management; recruit and retain top talent; analyze customer trends for automation and product improvements; lead critical customer escalations
Seniority
Director, executive-level leadership
