- 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 chance 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

- Learning & development opportunities

- Health benefits starting day 1

- Remote, hybrid, or in-office working options- Strong analytical skills with experience using operational metrics and customer insights to drive continuous improvement

- Proven experience building and scaling technical support operations, including workforce planning, SLA management, quality assurance, and performance reporting

- Demonstrated success leading managers, team leads, and frontline technical support professionals in a high-growth environment

- Experience supporting enterprise SaaS, EV charging, IoT, networking, telecommunications, or another technology-driven industry is strongly preferred

- Exceptional leadership, coaching, communication, and cross-functional collaboration skills

- Experience with customer support platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, or similar ticketing systems

- 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

📌 Director of Technical Customer Support (Toronto)
🏢 SWTCH
📍 Toronto