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.