Customer Support Manager

At FreeWire, we fundamentally change the way businesses and utilities electrify. We build battery-based energy storage systems that provide clean and quiet power anywhere it’s needed, reducing the cost and accelerating deployment of electric vehicle charging infrastructure. FreeWire’s solutions are evolving from providing ultrafast EV charging services to a full suite of energy services to accelerate sustainable electrification and provide resiliency to customers and a distributed power source to utilities. FreeWire has secured major strategic investors from Fortune 100 companies and serves leading corporate, utility, and retail customers. The feedback on the Boost Charger, FreeWire’s DC fast charger, has been overwhelmingly positive as we electrify locations that would have been too expensive to power on using conventional charging solutions. Utilities are releasing RFPs with requests for battery backed solutions, their regulatory teams are including our technology as eligible for incentives, and they are seeking cost effective solutions as they electrify their fleets and provide utility owned charging solutions for the public.  

FreeWire has deployed battery-integrated chargers with Fortune 100 companies, commercial customers, fleets, retail locations, and gas stations. In addition to its partnership with bp pulse, FreeWire and ampm, a bp subsidiary and convenience store chain with over 1,000 locations, have already deployed multiple public charging stations in the U.S. FreeWire’s regulatory affairs and policy team keeps customers up to date on federal, state, and utility incentive opportunities, which in some cases cover up to 80% of the cost of the charging station, and the company recently announced that the Boost Charger is Buy America compliant. Learn more at www.freewiretech.com and follow us @FreeWireTech.

Customer Support Manager
Oakland, CA 

We are looking for a Customer Support Manager who will partner with customers and internal departments to drive resolution of issues and ensure customers meet their goals in this exciting, emerging industry. As our customer base grows rapidly, we are building out a customer support group to act as the single point of contact for all customers, and to manage the resolution of various customer requests across several departments. This position will grow to include hiring and management of other customer support staff.

Responsibilities:

• Act as a critical contact point for customers for communication around field issues and other information requests.
• Advocate for and own resolution of customer issues. Work cross functionally with software, product, field service, and engineering teams to understand and address root causes of issues and drive for improvements.
• Work with field service in monitoring our installed base of chargers to resolve issues proactively.
• Work with network partners and internal teams to identify issues and opportunities for exception reporting for improved pro-active monitoring.
• Partner with field service on dispatch and communicate with customers regarding service visits and resolution.
• Provide feedback from customer experiences to product and engineering to drive continuous improvement of our product offerings. Reach out to solicit feedback from end-users who experience unusual issues in the field, e.g., on apps like PlugShare
• On-board customers to our platforms.
• Report on customers’ unit performance or other statistics of interest.

Requirements:

• 7 years of relevant experience in customer service, preferably with large business, utility, or government customers
• 3 plus years of management/supervisory experience
• Solutions oriented: Demonstrate curiosity, perseverance, and creativity in problem solving
• High level of analytical and organizational skills; extremely comfortable with excel
• Bachelor’s degree preferred

Bonus Points for Experience With

• Zendesk or Splunk, especially developing reports
• Analytical experience with SQL or other query languages
• EV charging

FreeWire offers competitive benefits, including:

• Health, Dental & Vision Insurance
• Short- & Long-Term Disability Insurance
• Life Insurance
• Unlimited PTO
• Dog Friendly

 We provide compensation packages that include base pay, benefits and equity, and it is not typical for someone to be hired at the top end of range for the role. Actual pay will be determined based on several factors, including location, skills, and experience level.

At FreeWire Technologies, we offer fair and equal opportunities to all our candidates and team members regardless of race, color, religion, sex, pregnancy, sexual identity, national origin, citizenship, marital status, disability status, parental status protected veteran status, or any other characteristics protected by law. FreeWire Technologies believes in hiring individuals only based on their qualifications and experiences that meet our business requirements to fill the positions.

Salary : $98,000 - $120,000