Manager, Owner and Partner Support

ChargePoint | $69,750-$119,250

Steph's Notes:

The ideal candidate possesses strong leadership, excellent analytical and analysis skills, customer-centric approach, a keen ability to lead teams through consistent change, and leadership ability under demanding conditions.

Woof. (Also: LOL at "analytical and analysis skills.")

This job description is really poorly written and edited. Yikes.

Demonstrated skills in leadership, negotiation, problem solving, conflict management, planning, and delegating

The cultural themes coming out of this job listing really are something.

The salary range is interesting, to say the least – the low side is way too low, and I don't trust that the high side is actually on the table.

Original Job Description: Manager, Owner and Partner Support

About Us

With electric vehicles expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint (NYSE: CHPT) is at the center of this revolution, powering one of the world’s leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for every charging need across North America and Europe. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality. Since our founding in 2007, ChargePoint has focused solely on making the transition to electric easy for businesses, fleets and drivers.

ChargePoint offers a once-in-a-lifetime opportunity to create an all-electric future and a trillion-dollar market. At ChargePoint, we foster a positive and productive work environment by committing to live our values of Be Courageous, Charge Together, Love our Customers, Operate with Openness, and Relentlessly Pursue Awesome. These values guide how we show up every day, align, and work together to build a brighter future for all of us.

Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come. Discover what it’s like to help build the fueling network of the future - check out our Engineering Blog.

Reports To Sr. Manager, Owner Support

What You Will Be Doing

The Manager, Owner and Partner Support will lead teams of Technical Support Engineers and or Technical Support Representatives to ensure consistent world-class support for Electric Vehicle station owners. 

This role will be responsible for the day-to-day operations of both inbound and back-office based customer inquiries that require a balance between technical acumen and customer service. The ideal candidate possesses strong leadership, excellent analytical and analysis skills, customer-centric approach, a keen ability to lead teams through consistent change, and leadership ability under demanding conditions.

The Manager, Owner and Partner Support will be responsible for traditional managerial responsibilities (scheduling, vacation planning, performance coaching) as well as participate with cross-functional groups (Sales, Product Management, Program Management, Engineering and Channel Partners), customers, and Sales team members to drive effective and positive change within the organization. 

What You Will Bring to ChargePoint

• Collaborate with executive leadership and direct reports to set performance objectives and goals
• Independent and goal-oriented in owning the customer experience
• Provide timely guidance, encouragement and coaching to direct reports to help strengthen specific knowledge/skill areas needed to achieve highest performance
• Plan, communicate, delegate, and monitor work assignments/special projects concerning direct reports
• Respond to escalated issues and interacts with various groups, including Technology, Product Management, Program Management and Sales to resolve
• Responsible for leading operations for key programs and customer initiatives
• Participates in key customer meetings such as QBR’s and program updates
• Develop daily, weekly, and monthly status reports for management and put processes into place that will ensure SLAs are met
• Responsible for analyzing training needs, developing, as well as administering training plans to support Technical Support objectives
• Responsible for guiding front line Leaders in department initiatives, developing coaching plans, and improving training
• Identifies opportunities for career development and finds creative ways to enhance skills
• Responsible for analyzing scheduling needs, optimizing schedules to align with Customer Support objectives, and monitoring direct report schedule adherence in accordance with ChargePoint policies
• Works with Quality and Engineering teams to identify and drive product improvements
• Champions new projects and processes to positively effect change in the business and customer base

Requirements

• Bachelor’s degree in a business or technology related field, or equivalent combination of education and experience
• 5+ years’ experience in a customer support center environment with increasing responsibilities including management experience and leadership 
• 3+ years’ experience in technical support in an inbound or back-office environment
• Demonstrated skills in leadership, negotiation, problem solving, conflict management, planning, and delegating
• Strong knowledge of Microsoft Office products, familiar with Salesforce, CRM, and case management systems
• Ability to multitask and prioritize projects to meet deadlines
• Excellent verbal and written communication skills and strong interpersonal/communication skills
• Proven experience working in a self-motivated environment independently managing projects and workload
• Strong problem solving and deductive reasoning skills

Location: Remote - United States

ChargePoint is committed to fair and equitable compensation practices. The targeted US salary range for roles at this operating level is $69,750 to $119,250.

This range represents base salary and does not reflect equity, benefits or variable pay where applicable. Actual base salaries are based on several factors unique to each candidate, including but not limited to skill set, experience, certifications and specific work location.

We are committed to an inclusive and diverse team. ChargePoint is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. If there is a match between your experiences/skills and the Company needs, we will contact you directly. ChargePoint is an equal opportunity employer. Applicants only - Recruiting agencies do not contact.