Technical Customer Support Manager jobs in Methuen, MA

About Us

Highland Electric Fleets is a comprehensive turnkey solutions provider that delivers electric school buses (EVSB) to school districts and third-party managed fleet providers (3PMs).

We offer a model involving financing, infrastructure, vehicle deployment, and maintenance in an easily digestible, economic format that enables EVSB acquisition at traditional diesel cost of ownership.

Our mission is to eliminate the barriers to better student health and cleaner air.

We aim to mitigate risk for our customers, increase EVSB market penetration, and deliver positive impacts across a broad spectrum of stakeholders: students, communities, school districts, fleet operators, manufacturers, and utilities.

The Manager of Customer Support is a pivotal role on the Customer Success and Support leadership team that is responsible for enhancing our customer support processes, building and leading a team of Customer Support Specialists, and working cross-functionally to create an exceptional customer experience. This role is perfect for a self-starter who loves to work in fast-paced environments, thrives in ambiguity, is excited about EVs, and is passionate about a customer’s success with Highland. Your primary objective will be to ensure the highest level of customer satisfaction, support, and technical assistance for our rapidly growing customer base.

• Customer Support Strategy: Formulate and execute a comprehensive customer support strategy to guarantee customer satisfaction, problem resolution, and continuous improvement
• Team Leadership: Lead, mentor, and develop a team of Customer Support Specialists and Training Specialists, fostering a culture of excellence and customer-centricity
• Technical Expertise: Maintain an in-depth understanding of Highland Electric Fleets' products and services, providing expert guidance to both your team and customers
• Issue Resolution: Oversee and participate in the timely and effective resolution of customer inquiries, technical issues, and support requests, ensuring the highest level of customer satisfaction
• Proactive Issue Identification: Drive analyses and processes that continue to evolve our support function from reactive to proactive
• Customer Enablement: Spearhead content and education efforts for our customers, including creation of a robust customer training strategy and self-serve knowledge base
• Feedback Analysis: Gather and analyze customer feedback to identify areas for improvement and implement necessary changes in collaboration with other departments
• Cross-Functional Collaboration: Collaborate closely with Sales, Technology, and Operations departments to ensure a seamless customer experience, contributing to product enhancements and service improvements
• Performance Metric Reporting: Define, track, and report key performance metrics related to customer support, including response times, issue resolution, and customer satisfaction
• Technology Implementation: Assist in Highland’s technology expansion of its ticketing, online knowledge base and customer portals
• Field Technician Escalation: Oversee escalations that determine field technician dispatch for preventative and corrective maintenance processes
• Customer Maintenance Process: Continue to improve upon how customers input ticket requests and provide details regarding asset issues

• 5 years of related work experience in a customer-facing leadership role, overseeing customer support and training teams, preferably in a non-SaaS technology or transportation industry
• Bachelor's degree or equivalent experience in a relevant field (business, technology, engineering)
• Experience with tools and processes for customer service, including ticketing systems, workflows, escalation procedures, knowledge base creation, and data integrations with other platforms (CRM, finance management, etc)
• Extreme empathy and ability to take initiative to do the right thing for the customer
• Confident, high energy, self-motivated, and a team player
• Self-starter with the ability to multitask, prioritize assignments, and work independently
• Ability to travel for periodic customer site visits and company meetings
• Enthusiasm to hire, lead, and motivate a team through an ambiguous and transformative period

What You Can Expect from Highland:

· Competitive base salary and performance-based bonus program

· A supportive, highly collaborative, team-oriented environment

· Opportunities to make a difference, be heard, add value, and be recognized

· Growth and development with a leader in this new and exciting industry

· Ability to work with bright, innovative, and forward-thinking colleagues

· Health, Vision, and Dental coverage for employees & their dependents

· Life insurance, public transportation assistance

· Generous Paid Time Off

· 401(k) program and company match

Highland Electric Fleets provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Highland Electric Fleets complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.