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Director of Support Operations

Richmond, VA

The Opportunity

InCharge Energy is seeking a Director of Support Operations to lead and grow our support organization while driving operational excellence and a customer-first approach. This role is critical in ensuring timely, professional, and effective resolution of customer issues across hardware, software, and network systems. The ideal candidate brings a blend of people leadership, operational process improvement skills and technical knowledge to foster a high-performing, customer-centric support organization.

This is an excellent opportunity for an experienced leader who thrives in a fast-paced environment and is passionate about delivering outstanding customer support experience while building and mentoring a growing team. This role reports to the VP of Support Operations. This is a full-time position and requires daily presence in the Richmond, VA office.  

What You'll Do

  • Develop and execute strategies to enhance the effectiveness and efficiency of support operations
  • Oversee support systems, tools, and processes to ensure seamless customer interactions
  • 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, and customer success 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 ticket volume and enhance customer satisfaction
  • Manage the support operations budget, ensuring cost-effectiveness while maintaining service excellence
  • Stay current on industry trends and innovations to continuously evolve support operations

Your Experience and Capabilities

  • 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 in a fast-paced environment
  • Strong analytical skills and proficiency in support platforms (e.g. Salesforce, Power BI) reporting tools
  • 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

US Salary Range

$110,000 - $140,000 USD

What We Offer

Full-time employees enjoy competitive compensation, yearly bonuses, and 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. 

Equal Opportunity Employer

Employment at InCharge Energy is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.

CCPA disclosure notice here.

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