Manager of Customer Success

4 weeks ago

Schenectady, United States Lynkwell Full time

Lynkwell is an industry-leading EV charging technology and e-mobility company developing and deploying infrastructure solutions across North America. Ranked as one of the fastest-growing private companies in the United States for the last two years in a row, Lynkwell has installed and connected over 7,000 charging stations both active and in development on its Charge Port network. Lynkwell offers a full suite of services and an industry-leading equipment catalog with over 500 products, including a wide variety of Level 2 and Level 3 (DCFC) charging equipment and award-winning software solutions.

The technical Support Manager is the backbone of Lynkwell’s EV Charging network. As a leader of this team, you will be the driving force to success. Your team will look to you as a role model as they navigate the fast-growing EV charging industry. Leaders inspire a world-class driver experience and provide motivation that enables exceptional business results. The role also plays a unique role in translating customer feedback into business insights to continuously expand and enhance customer charging solutions. Applicants only- Recruiting agencies do not contact


Responsibilities

  • Coordinate scheduling between external service providers and the internal team’s shifts to ensure we have 24/7 coverage for our EV charging network.
  • Act as the frontline support for customer inquiries that get referred from the call center, providing timely and effective resolution to tickets and issues. This includes but is not limited to issues related to: Billing, account management, charging accessibility and convenience, or troubleshooting charging hardware and software.
  • Communicates department goals and other pertinent company information to members of the Technical Support team in a clear, accurate, and timely manner.
  • Monitor the team’s call and activity performance and provide coaching and training to encourage a culture of excellence.
  • Work with the engineering team to quickly understand our EV charging ecosystem, the industry protocols (OCPP, OCPI, etc.), and how everything affects the serviceability of our products.
  • Occasionally able to travel into the field to provide hands-on technical support to high-value customers to ensure lasting relationships.
  • Ensure that insights gathered via the technical support program are consistently processed and shared with the engineering, development, sales, and marketing teams to create a reliable market feedback loop for products and services.
  • Communicate regularly with Sales, Marketing, Engineering to maintain and understand product features/specifications, and develop quality control standards.
  • Be the go-to person for understanding the EV charging process and identifying common problems during troubleshooting.
  • Challenge yourself and the team to pursue continuous improvement in our troubleshooting practices for maximum efficiency.
  • Provide technical guidance and training to support specialists to enhance their troubleshooting skills and product knowledge.
  • Maintain a deep understanding of the organization’s products, services, and technical infrastructure.
  • Prepare regular reports and dashboards to track key performance indicators (KPIs) such as ticket volume, issue categories, resolution time, customer satisfaction, and the movement in these metrics over various time-periods.
  • Analyze support data to identify trends, root causes of recurring issues or KPI deviations, areas for improvement, and make recommendations to senior management to drive strategic decision-making.
  • Act as an escalation point for complex technical issues, providing guidance and assistance to resolve them promptly.
  • Develop and maintain team technical training plans leveraging industry knowledge and internal company resources and personnel; and support the creation and upkeep of a companywide knowledge resource on the related materials and technologies.

Requirements and skills

  • Bachelor’s degree in computer science, engineering, a related field, or equivalent experience.
  • Must have 3+ years of leadership experience and have excelled at leading a team of technically focused agents .
  • Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills.
  • You have 5+ years of customer technical support experience where you solved problems that were technical.
  • Experience at building and staffing a technical support team from the ground up.
  • Experience designing and maintaining a technical support program
  • You are flexible. While you have a set schedule there may be times where you need to cover for your team.
  • Your attention to detail is unmatched. You find details that are often overlooked by co-workers and can use them to solve repetitive problems.

Stuff that WOWs Us:

  • You have a background in EV charging or experience at an existing organization.
  • You have a history of leading technical teams with ten plus team members.
  • You have built a technical support program from scratch and have the data to show its success.

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