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 scaleReporting 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 functionThe 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 experienceLead, coach, and develop a high-performing remote team of Tier 1 and Tier 2 Technical Support agents and team leadsOwn the day-to-day operation of the Technical Support function, ensuring customers receive timely, high-quality supportEstablish and monitor key operational metrics, including SLAs, CSAT, response and resolution times, backlog health, quality, and team productivityDevelop scalable support processes, workflows, and knowledge management practices to improve efficiency and consistencyBuild effective escalation processes and partner closely with Engineering, Product, Customer Success, Network Operations, and Deployment teams to resolve customer issuesDrive workforce planning, scheduling, and capacity management to support a growing global customer baseRecruit, mentor, and retain top talent while fostering a culture of accountability, collaboration, and continuous improvementAnalyze customer trends and operational data to identify opportunities for automation, process improvements,



and product enhancementsLead critical customer escalations and ensure clear communication during high-impact incidentsBuild a customer-centric support organization that continuously improves the overall customer experienceAt 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 cutting-edge technology and exceptional customer experiencesBusiness 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 companyEnvironmental Impact - We are a clean energy company with a mission to reduce carbon emissions globally to ensure a clean and sustainable futureDiversity - 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 hereBenefits Health benefits starting day 1Learning & development opportunitiesRemote, hybrid, or in-office working optionsStrong 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 Saa S, EV charging, Io T, 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 systems12+ 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#J-18808-Ljbffr

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