What you'll do

• You’ll lead the Customer Operations Teams: You’ll work with our existing leads of our 2 customer operations teams: Customer support, and Deployments & Hardware Operations each with different mandates, to work together seamlessly:
• Customer Support team owns front line tier 1 support for our drivers (primarily) and site hosts. Their role includes supporting drivers on shift basis through our various modes including chat, call, email and webform.
• Deployment & Hardware Operations: This team acts as Tier 2 in our customer support process. This includes solution design & deployment process of chargers with our customers, validation of OEM hardware on our network and overall health of the network.
• You’ll own the Network Health & Hardware Support: Customers trust us with the reliability of their chargers. It starts from the beginning of validating hardware on our network, and extends to troubleshooting problematic hardware, working with OEMs and overseeing proactive maintenance. Your team owns the reliability metrics of the platform, and using AI and other tools to steadily improve these metrics.
• You’ll drive process & efficiency improvements through Support & Deployment Processes: We have a lean team, and we want to ensure that they are able to be as efficient as possible in their roles. You will improve our ways of working by redefining processes and design tooling using AI & other tools so our teams can focus their efforts on high value work. You’ll work closely with sales to ensure that deployments are as effective as they can be for our teams, and our customers.
• You’ll partner with Sales, Product & Engineering to improve our customers’ success throughout their journey: Holding a high bar for support, deployments, and network operations, you’ll partner with other departments to bring improvements to life. Whether that’s evolving roles & responsibilities, or automating manual steps in the process, your goal will be to create a high quality, and scalable customer experience.
• You’ll develop & coach our teams- You’ve done this before, you know what good looks like. You’ll coach our team members to be the best they can be at their roles. You’ll define growth paths, and skills development for each member. You’ll have the flexibility to redefine roles & structure to best meet the needs of our organization.
• You’ll own your teams’ results: You will manage the core metrics of your teams, and drive improvements to impact these numbers. For customer support this is CSAT, Response times, and Resolution times, and for Deployments & Hardware Operations this is CSAT, Deployment time, and Network Reliability
• You’ll be the escalation point: We all know that projects don’t always go smoothly, and may require leaders to step in. You will be close enough to projects to be able to assist should the teams require it, and bring a steady hand to deal with customer escalations, and provide them the confidence that things will end well.

What we're looking for

• 6+ years in leading technical support, solutions engineering, or support operations teams
• Experience supporting both software and hardware products
• Strong customer-facing experience, including escalations and enterprise clients
• Experience supporting physical deployments or field operations is a strong plus
Technical Skills
• Solid understanding of: SaaS platforms, APIs, integrations, and networking fundamentals, Hardware systems and troubleshooting workflows
Leadership & Communication
• Hands-on, calm, and confident in high-pressure situations
• Clear and empathetic communicator with both customers and internal teams
• Comfortable balancing strategic thinking with day-to-day execution

135000 - 165000 CAD a year