Director of Support Operations

InCharge Energy • Richmond, VA

14h • $145,000 - $175,000 • Onsite

About The Position

InCharge Energy is seeking a Director of Support Operations to lead and grow our support organization, including call center operations, 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 an 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.

Requirements

• 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, including call center environments, in a fast-paced organization
• Experience managing outsourced or offshore support teams and vendors
• Demonstrated experience overseeing or partnering closely with Network Operations Centers (NOC), dispatch, and asset management teams
• Strong analytical skills and proficiency in support platforms and reporting tools (e.g., Salesforce, Power BI)
• Strong understanding of end-to-end support operations, from intake and monitoring through dispatch, resolution, and post-incident analysis
• 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

Responsibilities

• Develop and execute strategies to enhance the effectiveness and efficiency of support operations, including in-house and outsourced call center operations
• Oversee support systems, tools, and processes to ensure seamless customer interactions across all support channels
• 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, customer success, and service 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 inbound demand while enhancing customer satisfaction
• Manage the support operations budget, ensuring cost-effectiveness while maintaining service excellence
• Provide strategic oversight and performance management for outsourced and offshore support partners, ensuring service levels and quality standards are consistently met
• Lead and align Network Operations Center (NOC) activities to ensure proactive monitoring and effective escalation across hardware, software, and network systems
• Oversee asset management and dispatch operations to support timely and efficient issue resolution
• Establish clear operating models, SLAs, and accountability frameworks across support operations and partner teams

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 101-250 employees