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Customer Support Supervisor - Remote
Posted on 5/2/2022
Remote in USA
Experience Level
Desired Skills
  • Collaborates with leadership and direct reports to execute and maintain goals and objectives set
  • Provide timely guidance, encouragement, and coaching to direct reports to help strengthen specific knowledge/skill areas needed to achieve highest performance
  • Responsible for developing and administering training plans to support Activation Services needs based on reporting metrics and relative special projects
  • Responsible to escalated cases and interacts with various groups, including Sales Operations, outside Sales team, Owner Support, Field Services, and Program Management to resolve
  • Plan, communicate, delegate, and monitor work assignments concerning direct reports
  • Communicates process enhancements and new program elements to direct reports
  • Conduct supervisory level reviews to address performance trends and identify potential systemic issues or shortcomings impacting customer experience
  • Review, maintain, and delegate cases that need follow up
  • Develop daily, weekly, and monthly status reporting for management to develop and put processes in place that will ensure SLA's are met
  • Self-starter with effective inter-personal, organizational, leadership, and communication skills
  • Ability to clearly plan, communicate, drive, and maintain training and process needs
  • Proficient knowledge of normal office software (Word, Excel, PowerPoint, Outlook)
  • Able to manage and maintain multiple tasks and priorities and work within short timelines
  • Ability to assess priorities to effectively handle escalated situations
  • Exemplary attendance and punctuality
  • Ability to communicate timely (verbal and written), effectively, and clearly with multiple audiences (e.g. Management, Peers, Business Partners, and direct reports) is required
  • Excellent verbal and written communication skills
  • Strong inter-personal/communication skills
  • Strong time management and organizational skills
  • Must be able to sit for long periods of time
  • Position requires use of headset/microphone
  • Bachelor's degree in business or technology related field or combination of education and experience
  • 3+ years' experience in technology related client relations with emphasis in product support and end-user education
  • Demonstrated skills in leadership, increasing responsibilities, problem solving, planning, delegation, conflict resolution, and execution of business objectives
  • The Supervisor, Activation Services will lead a team of Activation Service Specialists in activating Electric Vehicle charging stations in a world-class fashion to deliver an exceptional introduction, initial configuration, and education of best practices for new and returning private station owners
  • This position will be responsible for the day-to-day supervision of inbound and back-office based customer services that require a balance of client relations, technical acumen, understanding of specific use cases, and education on best practices
  • The Supervisor, Activation Services will be responsible for traditional supervisory responsibilities (performance coaching and monitoring, scheduling, attendance, handling escalated cases) as well as reporting weekly and monthly performance and business needs to Management in support of set KPI objectives
  • The ideal candidate possesses strong leadership skills, a customer-centric approach, the ability to flexibly change and assess needs of team, and willingness to find and communicate to management needs of business to make the customer experience truly world-class

501-1,000 employees

Electric vehicle charging stations
Company mission
ChargePoint believes that the rapid transition to electric mobility is essential to building a sustainable future for all. After more than a decade, their mission remains the same—to create technology that will enable the movement of all people and goods on electricity.
  • Outdoor Activities - The Los Gatos Creek Trail is just steps from our campus. Bring your bike or your running shoes. Plus you can shower up after your workout.
  • Office Parties - Celebration is a part of our culture.
  • Pets - Every day is bring-your-dog-to-work day.
  • Health Benefits - We offer full medical, dental, and vision coverage.
  • EV charging at work - Drive an EV? Our parking lots are fully outfitted with charging stations, so you can plug in and charge up while you work.
  • Snacks and Beverages - Our fully stocked kitchens come with a wide variety of healthy (and not-so-healthy) snacks and beverages, plus we have an espresso machine.