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.

Requirements
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.

Benefits

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.