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InCharge Energy · 1 day ago

Director of Support Operations

Richmond, VA

Full-time

Onsite

Director/Executive

$145K/yr - $175K/yr

8+ years exp

InCharge Energy is seeking a Director of Support Operations to lead and grow their support organization while driving operational excellence and a customer-first approach. The role involves overseeing call center operations and ensuring effective resolution of customer issues across hardware, software, and network systems.

Electric VehicleEnergyRenewable Energy

Responsibilities

Develop and execute strategies to enhance the effectiveness and efficiency of support operations, including in-house and outsourced call center operations

Oversee support systems, tools, and processes to ensure seamless customer interactions across all support channels

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, customer success, and service 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 inbound demand while enhancing customer satisfaction

Manage the support operations budget, ensuring cost-effectiveness while maintaining service excellence

Provide strategic oversight and performance management for outsourced and offshore support partners, ensuring service levels and quality standards are consistently met

Lead and align Network Operations Center (NOC) activities to ensure proactive monitoring and effective escalation across hardware, software, and network systems

Oversee asset management and dispatch operations to support timely and efficient issue resolution

Establish clear operating models, SLAs, and accountability frameworks across support operations and partner teams

Qualification

Customer support operationsOperational process improvementLeadershipSupport platforms proficiencyAnalytical skillsStakeholder managementCommunication skillsCustomer-focused mindset

Required

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, including call center environments, in a fast-paced organization

Experience managing outsourced or offshore support teams and vendors

Demonstrated experience overseeing or partnering closely with Network Operations Centers (NOC), dispatch, and asset management teams

Strong analytical skills and proficiency in support platforms and reporting tools (e.g., Salesforce, Power BI)

Strong understanding of end-to-end support operations, from intake and monitoring through dispatch, resolution, and post-incident analysis

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

Benefits

Competitive compensation

Yearly bonuses

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

Company

InCharge Energy

InCharge Energy is on the frontlines of large-scale emissions reduction, accelerating the electrification of the transportation industry – one commercial fleet at a time.

Founded in 2019

Irvine, California, USA

201-500 employees