Director of Technical Customer Support

Swtch; Toronto; Hybrid; CAD 140,000 - 200,000; Full time

Benefits offered by this job

Health benefits from day 1

Learning & development opportunities

Remote, hybrid or in-office options

Job summary

SWTCH is hiring a Director, Technical Customer Support to lead our remote Tier 1 and Tier 2 Technical Support org, drive operational excellence, and deliver a superior customer experience at scale. Reporting to the CEO, you will own daily operations, establish SLAs, and build scalable processes across cross-functional teams.

You will recruit, coach, and retain top talent while leveraging data to optimize performance, backlog health, and customer satisfaction for a growing global customer base.

Qualifications

• 12+ years of experience in Technical Customer Support
• 5+ years leading Tier 1 and Tier 2 technical support teams (remote or distributed)
• Experience building and scaling technical support operations
• Experience with enterprise SaaS, EV charging, IoT, networking, or similar tech industries
• Proven ability to use data to drive improvements and automation

Responsibilities

• Lead and develop a remote Tier 1 and Tier 2 support team
• Own day-to-day operation of the Technical Support function including SLAs, CSAT, response and resolution times
• Establish scalable support processes, workflows and knowledge management
• Build escalation processes and collaborate with Engineering, Product, Customer Success, NOC and Deployment
• Drive workforce planning, scheduling and capacity management for a global customer base
• Mentor and retain top talent while fostering accountability and collaboration
• Analyze customer trends to identify automation opportunities and product improvements
• Lead critical customer escalations with clear communication during high-impact incidents
• Build a customer-centric support organization focused on continuous improvement

Skills

Leadership

Remote team management

Data-driven decisions

SLA & metrics

Escalation management

Cross-functional collaboration

Workforce planning

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

• 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 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

Benefits

• Health benefits starting day 1
• Learning & development opportunities
• Remote, hybrid, or in-office working options

Strong analytical skills with experience using operational metrics and customer insights to drive continuous improvementProven experience building and scaling technical support operations, including workforce planning, SLA management, quality assurance, and performance reportingDemonstrated success leading managers, team leads, and frontline technical support professionals in a high-growth environmentExperience supporting enterprise SaaS, EV charging, IoT, networking, telecommunications, or another technology-driven industry is strongly preferredExceptional leadership, coaching, communication, and cross-functional collaboration skillsExperience 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