Director - Contact Center & Support Operations

Position: Director of Contact Center & Support Operations

Compensation: $130,000-190,000 + 10-15% bonus eligible

Location: This role is remote eligible. However, we have offices in Washington, DC, and NYC, and would be thrilled if you wanted to relocate and work with us in person. Our in-office teams come together for collaborative work in the office Tuesday through Thursday and work remotely on Monday and Friday. 

To Learn More: Please watch THIS video produced by one of our primary investors, Macquarie, that does a great job explaining who we are and what our fantastic team does. 

About Us: 

Inspiration is the world’s first specialist investment and asset management platform exclusively focused on accelerating the electrification of transportation in North America. We provide capital and turnkey Electric Vehicle (“EV”) fleet-as-a-service solutions, including charging, to enable commercial fleets to “go electric” as easily, quickly, and profitably as possible. Our company invests in, develops, and manages the real assets (including electric vehicles, EV charging infrastructure, and related real estate) that enable the electrification of transportation at scale. Backed by three of the world’s leading energy and infrastructure investors, we aim to dramatically accelerate fleet electrification in North America while building the leading pure-play, diversified EV infrastructure platform. 

Your Mission: 

Your mission is to build and lead our Support Operations function. Your expertise will be critical in shaping our engagement strategy for drivers whose companies are enrolled in our fleet and charging services, and will set the stage for a remarkable and seamless end-user experience.

You will work closely with the internal operational teams as well as any outsourced vendors to implement the range of capabilities needed to handle all support needs across all our services. This includes scaled support channels (email, chat, phone), a contact center for our customers’ drivers, and a Network Operations Center (NOC) for our charging hubs. In addition to setting up these functions, you will manage and continue to evolve our support capabilities. You will be a key Voice of the Customer (VoC) back to the Inspiration organization, sharing fleet driver sentiment and helping us improve our offerings and customer experience. 

You will report to Colin Sng, our VP of Customer Delivery, who reports to our Chief Operations Officer (COO).

The Legacy You’ll Leave: 

As a result of your time in this role, you played a crucial part in helping Inspiration provide customer-centric solutions. You quickly established this as one of Inspiration’s core capabilities, and created feedback loops to ensure continuous improvement throughout our service delivery organization.

You established a support function aligned with our overall customer experience framework and set a precedent for operational efficiency, while elevating our drivers’ experience. Your legacy resonated in the feedback you received from our fleet customers’ drivers and led to increased customer loyalty, retention, and revenue growth which meant Inspiration gained more trusted partners, promoters, and advocates. 

The added bonus? Your efforts in electrifying fleets made a substantial impact on combating climate change by reducing greenhouse gas emissions, paving the way for a decarbonized planet for future generations to enjoy. 

What You’ll Be Responsible for In Your Role:

• Implement a Driver Contact Center strategy and architecture that aligns seamlessly with our mission and service portfolio, and provides effective driver support
• Stand up and manage the driver contact center in close collaboration with our outsourced vendor including establishing all required processes (SLAs, escalation processes, quality control etc.) and monitoring to revise as needed 
• Manage the development and continuous improvement of the content as well as resources in the knowledge base in collaboration with other internal teams
• Develop training materials, and train and mentor contact center agents, ensuring the team possesses in-depth product knowledge, refined communication skills, and provide exceptional customer service 
• Work with our IT team to ensure that all required technology systems are integrated and stood up to allow the Driver Contact Center to function seamlessly 
• Collaborate closely with internal teams, in particular our product service and Delivery teams, to ensure the contact center is closely integrated with existing business operations as well as to support operational needs of neighboring functions
• Establish a system tocapture driver sentiment and feedback, and help translatetheminto actionable insights for other internal teams 
• Support the operationalization of Inspirationcharging solutions, including managingany required outsourced support function such as the Network Operations Center (NOC)and, potentially, maintenance resources
• Establish and track key support-related performance indicators (KPIs) and benchmarks to gauge and elevate performance of our support functions, and update those KPIs as needed to ensure an excellent customer journey 
• Utilize data analytics to provide deep insights into contact center performance, making informed decisions, and guiding iterative improvements

Who You Are:

• You have 8+ years of demonstrated high-level contact center management experience in a B2B context. Ideally, this comes from your time in thecommercial vehicle leasing, fleet management, and/or clean energy sectorswhere you built and led successful customer-centric support teams and processes 
• You have a proven leadership style characterized by effective communication, mentorship, and the ability to empower your team to reach their highest potential, with 5+ years of managing people 
• You are attuned to and insightful about customer needs and are highly proficient with contact center technologies, CRM systems, and communication tools such asIntercom. 
• You use data-driven decision-making to create actionable insights, refine strategies,and enhance operational efficiency 
• You thrive in startup environments, exude resilience and adaptability, and demonstrate a hands-on approach to create something extraordinary from the ground up 
• You have a strong desire to leave a lasting impact 

Our Core Values:  

Inspiration’s culture is based on a shared respect for our core values HERE. Fit with these values is a critical component of our hiring process, and our team members are encouraged and expected to demonstrate these behaviors in their interaction with their colleagues, customers, and all stakeholders. An assessment of how each employee has lived our values is an important part of our performance review process.

Our Commitment To You:  

Inspiration embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.