How to apply for Director, Technical Customer Support

About SWTCH Energy

SWTCH Energy is a pioneering EV charging solutions company focused on multifamily and commercial properties, including low-to-moderate income housing, to make clean mobility accessible for all. Since 2016, they have deployed their solutions in tens of thousands of locations across North America, and they are scaling rapidly. Working here means joining a mission-driven team that is unlocking social, economic, and environmental benefits of EV adoption.

About the role

As Director of Technical Customer Support, you will lead SWTCH's remote Tier 1 and Tier 2 support organization, reporting directly to the CEO. You will be responsible for operational excellence, achieving service level objectives, developing high-performing teams, and driving continuous improvement. This role is critical for scaling customer operations and ensuring an exceptional customer experience as the company grows.

A typical day

A typical day might involve reviewing support metrics and SLAs, meeting with Tier 1 and Tier 2 leads to address escalations, and collaborating with product and engineering teams to resolve recurring issues. You might also coach team members, analyze customer feedback to drive improvements, and report to the CEO on support performance and strategic initiatives.

Who SWTCH Energy is looking for

• Proven experience building and leading distributed technical support organizations, preferably in EV charging, energy, or IoT/hardware-enabled SaaS.
• Strong operational leader who uses data to improve team performance and customer satisfaction, with a track record of achieving SLAs.
• Experience managing Tier 1 and Tier 2 support teams, with the ability to scale processes and systems for rapid growth.
• Mission-driven and passionate about clean energy and making EV charging accessible, especially for underserved communities.

Tips for this application

• Highlight your experience scaling support teams in a high-growth environment, specifically mentioning metrics like SLA achievement, CSAT, and team expansion.
• Emphasize any background in EV charging, energy management, or hardware/software support, as SWTCH operates at the intersection of energy and technology.
• Show familiarity with the challenges of supporting multifamily and commercial properties, such as diverse customer needs and technical complexity.
• Demonstrate your ability to lead remote teams effectively, including tools and strategies you've used to maintain engagement and performance.
• Mention your alignment with SWTCH's mission to make clean mobility accessible, especially for low-to-moderate income housing, as cultural fit is important.

What to cover in your cover letter

['Your experience building and scaling distributed technical support teams, with specific examples of growth and improved metrics.', "How you've used data to drive continuous improvement in support operations, including reducing resolution times and increasing customer satisfaction.", "Your passion for renewable energy and EV adoption, and why you want to contribute to SWTCH's mission of accessible clean mobility.", 'Your leadership philosophy for developing high-performing teams, particularly in remote settings, and how you align support with business goals.']

Research before applying

• Research SWTCH's product suite and how their EV charging solutions work for multifamily and commercial properties.
• Understand the EV charging industry landscape, including competitors and common technical support challenges.
• Look into SWTCH's recent news, funding, and expansion plans to understand their growth trajectory.
• Explore their mission and impact on low-to-moderate income housing to align your application with their values.

Likely interview topics

Based on the job description, expect questions about:

• How would you scale SWTCH's support organization to handle rapid growth while maintaining high customer satisfaction?
• Describe a time you used data to identify and fix a systemic issue in your support operations.
• How do you ensure your support team stays motivated and engaged in a fully remote environment?
• What experience do you have with supporting hardware/software solutions, and how would you handle technical escalations in EV charging?
• How would you align the support team's goals with SWTCH's mission and ensure a customer-centric culture?

Common mistakes to avoid

• Focusing only on general support experience without highlighting scalability and data-driven improvements.
• Ignoring the technical nature of the role and SWTCH's hardware/software ecosystem.
• Neglecting to mention remote team leadership experience or how you maintain team cohesion remotely.