Director of Technical Customer Support

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

Benefits

• Health benefits starting day 1
• Learning & development opportunities
• Remote, hybrid, or in-office working options