Director of Support Operations

2 days ago

Schenectady, United States Lynkwell Full time

Position Summary

The Director of Support Operations is the backbone of Lynkwell’s EV Charging network. As the leader of this team, you will be the driving force to success you’ll lead a diverse team of technical experts and support agents to redefine customer support from a cost center to a revenue-generating function. You’ll bring both technical aptitude and business insight to scale and evolve our support department, ensuring a seamless, high-quality experience for customers in the EV charging industry. You’ll collaborate closely with cross-functional teams, acting as a bridge between customer feedback and actionable improvements in our products and services.

Responsibilities

  • Create an operational strategy for managing the department identifying and delineating roles, responsibilities, capabilities, and procedures leveraging internal staff and external partners and resources.
  • Managing the handling, triaging, escalation, and resolution of all issues including validating the qualification of coverage and the coordination of on-site support either internally, with OEM, or with warranty service partners.
  • Coordinate scheduling between external service providers and the internal team’s shifts to ensure we have 24/7 coverage for our EV charging network.
  • Create and implement a vision for the department that elevates the customer support function into a revenue-generating model.
  • Maintain a deep understanding of the organization’s products, services, and technical infrastructure.
  • 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 personal and professional coaching and training to encourage a culture of excellence, collaboration, and integration with other teams across the company.
  • Work with the engineering team to maintain an understanding of the technology of our EV charging ecosystem, the industry protocols (OCPP, OCPI, etc.), and how everything affects the serviceability of our products; with an expectation of staying ahead of product deployments and quickly developing and implementing operational support plans.
  • 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.
  • 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.
  • Identify or develop opportunities to implement tools that enable the team to more effectively leverage analytical insights including machine learning systems, A.I. powered capabilities, system automations, or the like to achieve improved efficiencies.

Requirements and skills

  • Bachelor’s degree in computer science, engineering, a related field, or equivalent experience.
  • Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills.
  • You have 5+ years of leadership experience and have excelled at leading a team of technically focused agents in the past.
  • You have 5+ years of customer technical and/or field support experience where you solved problems that were technical in nature.
  • Experience at building and staffing a technical and/or field support team from the ground up.
  • Experience designing and maintaining a technical and/or field 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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