Senior Manager, Customer Operations

Etobicoke · EtobicokeFull-time Permanentsenior

Customer SuccessCustomer Success Operations Manager

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Quick Summary

Overview

Role overview ChargeLab has built a strong foundation in driver support and customer care. As our network, hardware footprint, and deployment volume have grown,

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Customer SuccessCustomer Success Operations Manager

Role overview

ChargeLab has built a strong foundation in driver support and customer care. As our network, hardware footprint, and deployment volume have grown, so has the complexity of our customer operations. Today, we support two interconnected customer groups: drivers, who rely on fast, empathetic 24/7 support, and site hosts & resellers, who depend on smooth deployments, stable charger performance, and timely resolution of technical and hardware issues.

As the Senior Manager, Customer Operations, you will bring Customer Support and Deployments & Hardware Operations together under one clear structure. You’ll create alignment, improve accountability, and ensure our systems and processes scale with the business. You will own how customers experience ChargeLab after the sale — from deployment through ongoing support — and make sure we consistently deliver a reliable, high-quality experience.

This is a key role in our next stage of growth. You’ll build on what’s already working, strengthen what isn’t, and help shape how we scale going forward.

This role reports to the VP of Product & Operations.

Company details

ChargeLab is the Android of EV charging. We partner with leading hardware manufacturers like Eaton, ABB, and Siemens to bundle their EV chargers with our best-in-class software. Our end customers include building owners, convenience stores, utilities, and fleets, who leverage our Charging Station Management System (CSMS) and open APIs to manage thousands of EV chargers more efficiently.

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.

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