Director of Customer Support

About EVPassport:

EVPassport is the technological evolution of EV charging software and hardware for forward-thinking companies around the world who place high value on the satisfaction of their customers. Developed with a deep understanding of Enterprise SaaS, our team establishes solutions best fit for your business needs.

We operate in the United States, Canada, and Mexico and we offer a leading end-to-end EV Charging solution to enterprise businesses.

EVPassport is changing the EV Charging experience, and we want you to help build it. 

Your job opportunity:

EVPassport is seeking a passionate and dedicated Director of Customer Support to join our team. As the Director of Customer Support, you will be responsible for overseeing the customer support department and ensuring that our customers receive exceptional service and support. You will develop and implement strategies to improve customer satisfaction, enhance the customer support experience, and drive operational efficiency. This is an exciting opportunity to make a significant impact and shape the customer support function within our growing organization.

You will:

• Inspire and lead a high-performing customer support team.
• Drive a customer-centric culture, ensuring a positive experience.
• Identify and implement process improvements for efficiency.
• Align support strategies with overall company goals through cross-functional collaboration.
• Establish and monitor KPIs, adapt strategies to meet evolving customer needs, and integrate relevant technologies.

You have:

• Bachelor's degree in business, computer science, or a related field
• Proven experience in customer support or customer service management
• Experience in the technology/software industry AND hardware industry
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Experience in building a B2B2C Support & Service structure in a hardware & software capacity
• Ability to build and maintain strong relationships with customers
• Proficiency with customer support software and tools
• Knowledge of EV charging platforms and APIs is a plus
• Experience with Salesforce Service Cloud, Slack, Datadog, Tableau, & ChatGPT
• Exceptional problem-solving and analytical skills
• Demonstrated track record of driving customer satisfaction and retention
• Results-driven with a strong focus on achieving targets and goals
• Ability to work well under pressure and handle escalated customer issues
• Strong organizational and time management skills
• Passionate about providing excellent customer support
• Self-motivated and able to work autonomously

Our Values: 

• Customer Obsessed
• Trust by Default
• Own the Outcome
• Growth Mindset
• Anything is Possible
• Practice Kindness

Our Benefits:

As part of full-time employment, we offer health care, dental, and vision benefits from leading providers. Each employee is entitled to unlimited paid time off and sick leave.

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Work From Home
• Stock Option Plan

Apply now if you thrive in an environment that grants you the autonomy to explore and build solutions.

For additional information on EVPassport, please visit https://www.evpassport.com/