Support Specialist, EV Charging

Role overview

As a Support Specialist for EV Charging at ChargeLab, your primary role will involve providing phone support to drivers and site hosts, helping troubleshoot issues, explain our products, and resolve both technical and payment-related inquiries. You'll also support users via chat and email to ensure a seamless experience across all channels.

This role is hands-on and customer-focused, ideal for someone who enjoys real-time problem-solving and delivering a great user experience. You’ll work cross-functionally with support, engineering, and product teams to resolve issues and drive continuous improvement. A strong focus on efficiency, quality, and customer satisfaction is essential. As part of a growing team in a fast-moving industry, you'll have opportunities to learn, grow, and contribute to a more sustainable future.

Schedule: This position is primarily based on-site at our Etobicoke office and follows a rotating schedule across our business hours (7 AM–9 PM EST). It also includes one remote weekend shift, weekly (Saturday or Sunday) from 9 AM–5 PM EST.

Company details

ChargeLab is the Android of EV charging. We partner with leading hardware manufacturers like Eaton, ABB, and Siemens to bundle their EV chargers with our best-in-class software. Our end customers include building owners, convenience stores, utilities, and fleets, who leverage our Charging Station Management System (CSMS) and open APIs to manage thousands of EV chargers more efficiently.

By 2030, most vehicles sold in North America will be electric. ChargeLab has raised US $30 million to build the world's best software for managing large-scale EV charger networks. Today, we are a team of 68+ full-time employees, including 40+ in engineering and product development.

Our office

ChargeLab has a beautiful office in Etobicoke with ample parking, subway access, free snacks/coffee, quiet meeting rooms, and company-provided lunches every Tuesday and Thursday. Our office also gives you direct face-to-face access to our VP of Product, CTO, and CEO.

• Serve as the primary point of contact for end users by providing timely and effective support via phone, the main communication channel.
• Collaborate with internal support teams to meet customer SLAs and maintain high satisfaction.
• Assist end users across additional support channels, including chat and email-based ticketing, to ensure a consistent support experience.
• Analyze OCPP connectivity logs and data to identify and resolve technical problems.
• Escalate charging issues to site hosts, working closely with our Solutions Engineering team to ensure quick and timely resolutions.
• Be an active contributor to our existing knowledge base, supporting both external and internal documentation to assist end users and the support team.

• Comfortable supporting end users via phone, chat, and ticketing systems like Zendesk.
• Customer or technical support experience in a fast-paced environment.
• Passion for solving problems and delivering excellent customer outcomes.
• Ability to stay calm and resourceful under pressure.
• Clear communicator who simplifies complex technical topics.
• Post-graduate degree in a STEM field is preferred.
• Zendesk experience for managing tickets and optimizing workflows is preferred.
• Fluency in additional languages such as French or Spanish is preferred.