Job summary
Job post source
This job is directly from InCharge Energy
Job overview
The Director of Support Operations at InCharge Energy leads and grows the support organization, driving operational excellence and a customer-first approach to ensure effective resolution of customer issues.
Responsibilities and impact
The role involves developing strategies to improve support operations, overseeing support systems, leading and mentoring the support team, analyzing metrics for improvements, collaborating cross-functionally, managing workforce and training, optimizing self-service and automation, and handling the support budget.
Compensation and benefits
The position offers a salary range of $110,000 to $140,000 USD, yearly bonuses, 401(k) matching, health, dental, vision insurance, cell phone reimbursement, generous vacation, office meals, snacks, and team-building events.
Experience and skills
Candidates should have 8+ years in customer support operations with 3+ years in leadership, strong analytical skills, proficiency in support platforms like Salesforce and Power BI, leadership and communication skills, and experience in workforce management and process optimization.
Work environment and culture
InCharge Energy promotes a customer-focused mindset with a supportive, inclusive work environment emphasizing equal opportunity and accommodations for disabilities.
Job location and travel
The job requires daily presence in the Richmond, VA office, indicating an on-site work environment.
Unique job features
This role is distinguished by its focus on operational excellence, data-driven decision making, and cross-functional collaboration in a fast-paced, growing company environment.
Company overview
InCharge Energy is a leading provider of turnkey electric vehicle (EV) infrastructure solutions, specializing in the design, installation, and management of EV charging systems for commercial fleets. They generate revenue through the sale of charging hardware, software solutions, and ongoing maintenance services. Founded in 2018, InCharge Energy has quickly established itself as a key player in the EV industry, partnering with major automotive manufacturers and fleet operators to accelerate the transition to electric mobility. Their comprehensive approach ensures seamless integration of EV technology into existing fleet operations, promoting sustainability and efficiency.
How to land this job
Position your resume to highlight leadership in customer support operations, emphasizing your experience in scaling teams and driving operational excellence in fast-paced environments.
Focus on showcasing your skills in strategic planning, workforce management, quality assurance, and process optimization, along with your proficiency in support platforms like Salesforce and Power BI.
Apply through multiple platforms including InCharge Energy's corporate careers page and LinkedIn to maximize your application visibility and ensure you don't miss any opportunities.
Connect with current employees in the support operations or customer success divisions at InCharge Energy on LinkedIn; start conversations by commenting on recent company initiatives or asking about their experience with support automation and customer satisfaction strategies.
Optimize your resume for ATS by including keywords from the job description such as 'support operations,' 'customer-centric,' 'workforce management,' 'process improvement,' and 'data-driven decisions' to pass automated screenings effectively.
Use Jennie Johnson's Power Apply feature to automate tailored applications, find the best channels to submit your resume, and identify LinkedIn contacts to network with, allowing you to focus your energy on preparing for interviews and refining your skills.
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