Head of Customer Support
WhitecollarsToronto, Ontario, Canada
Posted March 4, 2026
Full Time
About the Company
Our client is a leader in EV charging infrastructure and fleet electrification, providing cutting-edge solutions for large-scale fleet operators transitioning to zero-emission transport.
Job Description
We are seeking a Head of Customer Support to architect, build, and scale a world-class support function for our EV charging infrastructure and fleet electrification company.
Requirements
- Develop and implement a scalable global customer support operating model
- Design, document, and optimize all support workflows, SLAs, escalation paths, and knowledge management systems
- Select, implement, and manage fit-for-purpose support tools and technologies
- Establish and monitor key performance metrics (SLAs, response times, resolution times, CSAT)
- Create and maintain strong feedback loops with Product, Engineering, and Delivery teams
- Provide hands-on leadership, stepping in to resolve complex customer issues and mentor resources
- Develop clear reporting and visibility into support volumes, trends, root causes, and operational efficiency
Benefits
- Opportunity to work in a fast-paced, scaling environment
- Chance to make a significant impact on customer success and satisfaction
- Collaborative and transparent work environment
