The Opportunity
InCharge Energy is seeking a Director of Support Operations to lead and grow our support organization while driving operational excellence and a customer-first approach. This role is critical in ensuring timely, professional, and effective resolution of customer issues across hardware, software, and network systems. The ideal candidate brings a blend of people leadership, operational process improvement skills and technical knowledge to foster a high-performing, customer-centric support organization.
This is an excellent opportunity for an experienced leader who thrives in a fast-paced environment and is passionate about delivering outstanding customer support experience while building and mentoring a growing team. This role reports to the VP of Support Operations. This is a full-time position and requires daily presence in the Richmond, VA office.
What You'll Do
- Develop and execute strategies to enhance the effectiveness and efficiency of support operations
- Oversee support systems, tools, and processes to ensure seamless customer interactions
- Lead, mentor, and scale a high-performing support operations team
- Analyze support metrics and KPIs to identify trends, drive data-driven decisions, and implement improvements
- Collaborate cross-functionally with product, engineering, and customer success teams to ensure alignment and issue resolution
- Implement best practices for workforce management, quality assurance, and training programs
- Optimize self-service channels and automation initiatives to reduce ticket volume and enhance customer satisfaction
- Manage the support operations budget, ensuring cost-effectiveness while maintaining service excellence
- Stay current on industry trends and innovations to continuously evolve support operations
Your Experience and Capabilities
- 8+ years of experience in customer support operations or a similar role, with at least 3 years in a leadership position
- Proven track record in building and scaling support operations in a fast-paced environment
- Strong analytical skills and proficiency in support platforms (e.g. Salesforce, Power BI) reporting tools
- Exceptional leadership, communication, and stakeholder management abilities
- Experience with workforce management, quality assurance, and process optimization
- Customer-focused mindset with a passion for delivering exceptional support experiences
What We Offer
Full-time employees enjoy competitive compensation, yearly bonuses, and benefits package including 401(k) matching contribution, health, dental, and vision, cell phone reimbursement, generous vacation, office meals and snacks, team building events and activities throughout the year.
Equal Opportunity Employer
Employment at InCharge Energy is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.
CCPA disclosure notice here.
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What We Do
InCharge Energy is on the frontlines of large-scale emissions reduction, accelerating the electrification of the transportation industry – one commercial fleet at a time. With end-to-end, turnkey solutions for commercial EV infrastructure projects, InCharge Energy equips fleet managers with the top brands in charging hardware and software; customized hardware and software products; short-, mid- and long-range plans for seamless fleet and facilities transition to EVs; financing; and maintenance and corrective repairs over the life of the charging assets.
🔌 InCharge develops innovative hardware, software and services designed and engineered specifically for fleets, such as service-dispatch-integrated software, fleet-management-integrated software, electricity load management, durable cable management products and high-reliability maintenance, repair and warranty services. Whether a fleet has 200 sedans or 20,000 Class 8 trucks, the team at InCharge serves a diverse clientele throughout North America, including major commercial fleets, truck and bus manufacturers, rideshare operators, EV manufacturers, school districts, municipalities and facilities owners, among many others.
🌎 Headquartered in the world’s first zero-emissions delivery zone in Santa Monica, Calif., InCharge Energy was founded by EV industry veterans Cameron Funk and Terry O’Day. The company has additional operations in San Francisco, Michigan and Virginia.
📞 If you’re looking for an experienced team to support your fleet’s electrification, please call us at 818.697.GOEV
