Director of Technical Customer Support, SWTCH
1-2 days a week in office
EV charging solutions for large properties
Be an early applicant
EV charging solutions for large properties
101-200 employees
Be an early applicant
1-2 days a week in office
101-200 employees
Company mission
To improve EV charging accessibility in urban multi-tenant settings and ensure effective integration of EVs in our clean energy future.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
Our take
The costs of future-proofing buildings in preparation for clean energy can often mount up to unsavoury heights, acting as a deterrent for commercial and multi-family building owners who are considering upgrading their buildings to meet net-zero targets. SWTCH Energy is building a solution to make these upgrades more cost-effective and energy-efficient.
Though there is a wealth of companies operating within the EV and electrical charging hardware market, SWTCH stands out thanks to its use of existing electrical infrastructure to upgrade buildings and charging ports. Working with both building managers and EV drivers, the company’s SWTCH Control intelligent load management system is a monitor for multi-residential buildings that controls the energy capacity of a building, ensuring any charging needs never exceed the limit.
SWTCH’s work with building managers to improve infrastructure has garnered the company numerous clients across North America. In 2023, it partnered with software companies Sitetracker and AutoGrid to deploy its technology on the continent. Recent funding is being used to accelerate production and AI projects, as well as to scale its charger deployments across North America.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Jun 2025
$4m
SERIES B
Apr 2024
$27.2m
SERIES B
Total funding: $45m
Company benefits
- Health benefits starting day 1
- Learning & development opportunities
- Remote, hybrid, or in-office working options
Company HQ
The Queensway, Toronto, ON
Leadership
Carter Li
(Founder & CEO)Previously Management Consultant at Deloitte. and Environmental Biologist at the Smithsonian Institution.
Salary benchmarks
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