Senior Lead, Charging Operations

Rove Operating, LLC•Santa Ana, CA

5d•Onsite

About The Position

Rove is building full-service charging centers that pair fast, reliable DC fast charging with real amenities like staffed lounges, fresh markets, and car washes. The Senior Lead, Charging Operations leads the Charging Support team on shift at our Santa Ana center, sets the standard for guest experience and center cleanliness, and serves as the center’s technology and uptime champion. As Rove expands across Southern California, this is the role where our service standards and our charger reliability are held to account every day.

Requirements

One year of leadership or supervisory experience, with the ability to coach and motivate a team in a fast-paced environment.
Strong problem-solving skills and an aptitude for troubleshooting hardware and software issues through to resolution.
Experience handling customer support by email and phone, and comfort using ticketing, monitoring, and diagnostic tools.
Strong written and verbal communication skills, with the ability to connect with diverse customer demographics.
Fluent in English.

Nice To Haves

Knowledge of electric vehicles and charging technology.
Experience in a retail, hospitality, or service environment with direct customer contact.
Additional languages.

Responsibilities

Leads the Charging Support team on shift: delegates work, coaches performance, and provides ongoing training and development.
Assists with hiring, onboarding, and scheduling, including interviews, hiring recommendations, training sign-offs, and shift coverage.
Treats teammates and customers with respect, fostering a positive and inclusive work environment.
Sets the service standard: greets customers, answers EV charging questions, and guides customers through the Rove App to encourage sign-ups.
Manages charger and car wash queues so cars move through the center efficiently.
Resolves customer concerns promptly and professionally, partnering with management on escalated issues.
Contributes to center sales goals by promoting car wash and Recharge Market services.
Owns customer support emails and calls during assigned shifts through resolution.
Drives charger uptime to company goals by troubleshooting hardware and software issues, tracking support tickets, and following up with vendors.
Supports the development team on technology rollouts through pilot testing and bug documentation, and trains teammates before new technology reaches customers.
Tracks downtime and support trends, escalates them with supporting detail, and documents troubleshooting steps.
Leads commissioning of new chargers, manages the commissioning support team, and supports new center openings.
Keeps charging stations clean and stocked, and orders operating supplies and car wash equipment to par levels within the center’s operating budget.
Adheres to all company policies, procedures, and training requirements, and performs other duties as assigned.