Director of Technical Support Operations (Remote)

Acestack; Toronto; Remote; CAD 150,000 - 210,000; Full time

Job summary

SWTCH Energy is seeking a Director, Technical Customer Support to lead the remote Tier 1 and Tier 2 organization. You will drive operational excellence, SLAs, and metrics across a distributed team while partnering with Engineering, Product, and Customer Success to resolve issues.

You will shape scalable processes, hire and mentor talent, and use data to improve customer outcomes as SWTCH scales globally in the EV and IoT sectors.

Qualifications

• 12+ years in Technical Customer Support or related field.
• 5+ years leading Tier 1/2 technical support teams, incl. remote teams.
• Strong leadership, coaching, and cross-functional collaboration.
• Proven ability to leverage data to drive improvements and metrics.

Responsibilities

• Lead and develop a remote Tier 1/2 Technical Support team.
• Oversee day-to-day operations, SLAs, CSAT, and backlog health.
• Develop scalable support processes, knowledge management, and workflows.
• Collaborate with Engineering, Product, and Customer Success to resolve issues.
• Plan workforce needs, scheduling, and capacity for a growing global customer base.
• Recruit, mentor, and retain top support talent.
• Analyze trends and automate where possible to improve efficiency.
• Lead high-impact customer escalations with clear communication.

Job description

SWTCH Energy is seeking a Director, Technical Customer Support to lead the remote Tier 1 and Tier 2 organization. You will drive operational excellence, SLAs, and metrics across a distributed team while partnering with Engineering, Product, and Customer Success to resolve issues.

You will shape scalable processes, hire and mentor talent, and use data to improve customer outcomes as SWTCH scales globally in the EV and IoT sectors.