With electric vehicles expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint (NYSE: CHPT) is at the center of this revolution, powering one of the world’s leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for every charging need across North America and Europe. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality.
Since our founding in 2007, ChargePoint has focused solely on making the transition to electric easy for businesses, fleets and drivers. ChargePoint offers a once-in-a-lifetime opportunity to create an all-electric future and a trillion-dollar market.
At ChargePoint, we foster a positive and productive work environment by committing to live our values of Be Courageous, Charge Together, Love our Customers, Operate with Openness, and Relentlessly Pursue Awesome. These values guide how we show up every day, align, and work together to build a brighter future for all of us.
Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come.
Senior Manager, Frontline Business Process Team
What You Will Be DoingATSE plays a critical role in resolving escalated customer issues related to home charging solutions. This role demands strong case ownership, excellent communication skills, logical troubleshooting, and a proactive approach to managing performance metrics such as Mean Time to Close (MTTC), schedule adherence, and escalation control. The specialist also supports frontline agents and contributes to floor operations when needed.
What You Will Bring to ChargePointCustomer Case Management:
- Own and resolve complex customer cases with a focus on quality and speed.
- Ensure accurate documentation and timely updates in the CRM system.
- Track and improve Mean Time to Close (MTTC) for all assigned cases.
Customer Interaction & Communication:
- Deliver clear, empathetic, and professional communication across channels.
- Set realistic expectations and educate customers on resolution timelines.
- Handle sensitive escalations with tact and transparency.
Technical Troubleshooting:
- Apply logical and analytical thinking to diagnose and resolve technical issues.
- Collaborate with engineering and product teams for deeper investigations.
- Stay informed on product updates and known issues.
Performance & KPI Management:
- Monitor and manage daily case closures and backlog.
- Drive improvements in MTTC, SLA adherence, and customer satisfaction.
- Identify and reduce controllable escalations.
Schedule Adherence:
- Maintain punctuality and compliance with shift schedules.
- Support workforce planning and ensure coverage during peak hours.
- Strong customer empathy and problem-solving mindset.
- Excellent verbal and written communication skills.
- Ability to manage multiple cases and prioritize effectively.
- Experience in handling escalations and working cross-functionally.
- Familiarity with CRM tools and support ticketing systems.
- Logical troubleshooting and technical aptitude.
- Flexibility to support floor operations and dynamic workloads.
- Open for Night shifts
- customer support or technical support Experience roles.
- Experience in EV charging or Owner tech support environments.
- Knowledge of support metrics, including MTTC, SLA, and CSAT.
Bangalore, India
We are committed to an inclusive and diverse team. ChargePoint is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.
If there is a match between your experiences/skills and the Company needs, we will contact you directly.
ChargePoint is an equal opportunity employer.
Applicants only - Recruiting agencies do not contact.
Top Skills
What We Do
Electric mobility is the smart choice. We make it the easy one, too. So easy that someone plugs into our network every 2 seconds. Since 2007, we’ve focused solely on building the best electric vehicle (EV) charging experience for everyone involved in the shift to electric.
Join us in shaping the future of mobility. If you'd like to learn more about what it's like to build the new fueling network, check out our Engineering Blog: www.chargepoint.com/engineering
