Director, Technical Customer Support

Job summary

The Director of Technical Customer Support will lead and develop remote Tier 1 and Tier 2 support teams to ensure operational excellence and high-quality customer service. This role involves driving workforce planning, establishing key performance metrics, and collaborating across departments to resolve complex technical issues.

Job details

Who We Are 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. Today, 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. Job Opportunity As we continue to grow, we're looking for an experienced Director, Technical Customer Support to lead our Tier 1 and Tier 2 Technical Support organization and help deliver an exceptional customer experience at scale. Reporting to the CEO, the Director, Technical Customer Support will lead SWTCH's remote Technical Support organization, overseeing Tier 1 and Tier 2 support teams. This leader will be responsible for delivering operational excellence, achieving service level objectives, developing high-performing teams, and driving continuous improvement across the support function. The ideal candidate has successfully built and led distributed technical support organizations, understands how to scale customer operations, and uses data to improve both team performance and the customer experience. What You’ll Do 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. What You'll Bring 12+ years of experience in Technical Customer Support, Customer Operations, or Service Operations, with 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. At SWTCH, we believe in powering the future together. You'll have the opportunity to build and scale a world-class Technical Support organization while helping accelerate the adoption of electric vehicles. You'll work alongside a collaborative, mission-driven team committed to delivering innovative technology and exceptional customer experiences. Business Impact - As a core member of the executive team, you have the opportunity to take a lead role and make a significant impact on the culture and values of the company. Environmental Impact - We are a clean energy company with a mission to reduce carbon emissions globally to ensure a clean and sustainable future. Diversity - People develop their talents and skills in different ways. We value different paths and experiences. If you think you meet the qualifications we are seeking, take a chance and express your interest here. SWTCH does not offer employment to prospects without first ensuring that qualified candidates 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. If you are contacted for any personal information via test and/or without having met a member of our hiring team in person, please disregard. 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.

What you’ll do

The Director of Technical Customer Support will lead and develop remote Tier 1 and Tier 2 support teams to ensure operational excellence and high-quality customer service. This role involves driving workforce planning, establishing key performance metrics, and collaborating across departments to resolve complex technical issues.

Requirements

Candidates must have 12+ years of experience in technical support or service operations, with at least 5 years in a leadership capacity managing distributed teams. Proven expertise in scaling support operations, utilizing ticketing platforms, and leveraging data to improve team performance is essential.

Listed skills

• Performance Reporting · Preferred
• Quality assurance · Preferred
• Operational Excellence · Preferred
• Data analysis · Preferred
• SLA Management · Preferred
• Coaching · Preferred
• Team Leadership · Preferred
• Process Improvement · Preferred
• Technical Support · Preferred
• Cross-Functional Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical Support
• Team Leadership
• Operational Excellence
• Workforce Planning
• SLA Management
• Customer Experience
• Data Analysis
• Process Improvement
• Zendesk
• Salesforce Service Cloud
• Freshdesk
• Cross-functional Collaboration
• Coaching
• Performance Reporting
• Quality Assurance
• Escalation Management
• Service Operations
• Communication
• IT Capacity Management
• Operations
• Software As A Service (SaaS)
• Workflow Management
• Team Performance Management
• Leadership
• Innovation
• Continuous Improvement Process
• Analytical Skills
• Accountability
• Customer Service
• Customer Success Management
• Business Continuity Planning
• Cross-Functional Collaboration
• Scalability
• Automation
• Sales Prospecting
• Electric Vehicles
• Operational Data Store
• Telecommunications
• Scheduling
• Customer Support
• Knowledge Management
• Commercial Real Estate
• Virtual Teams
• Internet Of Things (IoT)
• Computer Security Awareness Training
• Service Level Management
• Remote Technical Support
• Service Level Objectives
• Tier 2 Technical Support
• Google Meet

Job areas

• Management & Leadership
• Customer Service & Support
• Energy
• Technology
• Software
• Technical Customer Support Manager
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

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