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Engineering
Director of Customer Care
AMPLY Power is a clean energy technology company going after an emerging $100B market opportunity. AMPLY deploys and operates EV chargers with Grid Edge technologies, enabling automatic load management to optimize time-of-use charging, integration of renewables and energy storage, and alignment with existing site loads, ensuring high efficiency, low cost, and 99.99% uptime. We serve public sector and commercial fleet vehicles – electric buses, trucks, and passenger fleets. AMPLY Power is focused on transforming the transportation sector by removing the challenges and learning curves that fleet operators often face when switching to electricity as a fuel.
AMPLY is looking for an experienced, organized, and passionate Director of Customer Care to join our team. The Director of Customer Care will lead the development of our customer support team. This person will have experience mentoring and leading a strong group of customer success professionals while also being well versed in best practices. In this role, you need a strong understanding of customer needs and be able to proactively identify issues as well as problem solve new ones.
*This is a full-time paid position based at our HQ office in Mountain View, CA (Bay Area applicants only)
Responsibilities
- Develop the customer support infrastructure including: call center, ticketing system, staffing, management, and best practices.
- Train and develop a team of customer success managers in delivering product value, leveraging insights, and best practices.
- Design and implement cross functional initiatives that drive process improvement, services, and systems that grow team success.
- Create a system to maintain staffing requirements, and company expectations while maintaining a consistent level of customer growth.
- Analyze and routinely report key KPIs relating to customer experience to the leadership team (CEO & VP of engineering).
- Execute strategies that achieve objectives, both in the field and at the contact center.
- Develop relationships across AMPLY organization within Sales, Engineering, and Operations to advocate for the best customer experience.
- Managing risk by making thoughtful decisions in uncertain environments. Passion for helping customers.
Qualifications
- Bachelor’s (MBA preferred), Business, Communication or equivalent professional experience
- 8+ years experience in technical/customer support with a track record of success, and growth.
- Excellent communication skills – the ability to present complex information to various audiences ranging from general customers to executives.
- Current knowledge of industry trends in customer and technical support such as: best practices, support tools, CRMs, and etc.
- Strong analytical skills with the ability to query data from various systems to solve problems.
- Strong customer care background, including customer success, outbound calling, and advanced customer experience across all touch points.
- Experienced in start-up environments and launching new products quickly and successfully.
EOE/Minorities/Females/Vet/Disabled welcome.
About AMPLY Power
AMPLY is redefining the EV charging market for private and public fleets, including autonomous driving fleets, transit bus agencies, municipal, and private fleets. We are building the next level of charging as a service, taking complete ownership and control of the charging infrastructure, the scheduling of the vehicles, the cloud platform, and the utility meter – in order to provide the highest availability and resilience in the market. In this way, we will accelerate the adoption of electric-powered fleets by optimizing the delivery of power and making refueling seamless and efficient. In a high-powered application like vehicle fast charging, the difference between controlled, optimally balanced vs unrestrained EV charging could be 3x in cost from your local utility. Even more importantly, EV fleets, in particular when part of critical and close to real-time business processes (for example in autonomous fleets) need to be scheduled for charging in specific time intervals. By taking control of the utility meter, optimizing EV charge rate and vehicle process flow, AMPLY provides the lowest cost of electric fueling possible in a given depot location or in-route stops. Our approach is to offer charging as a service, which is unique in the industry. We offer our customers a per mile driven usage rate. AMPLY provides the bulk of the upfront capital expenditures associated with the charging platform.
Applicants Only – Recruiting agencies please do not contact.
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