Job Title

Role Overview As a Bilingual Support Specialist for EV Charging at ChargeLab , your primary role will be to assist EV drivers and site hosts by providing support in both English and French . Youll troubleshoot technical and paymentrelated issues, explain our products, and resolve inquiries via phone, chat, and email ensuring a seamless experience across all channels. This role is handson and customerfocused, ideal for someone who thrives in realtime problemsolving and delivering a great user experience. Youll work crossfunctionally 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 fastmoving industry, you''''ll have opportunities to learn, grow, and contribute to a more sustainable future. Schedule This position is primarily based onsite at our Etobicoke, Toronto office and follows a rotating schedule across our business hours (7 AM9 PM EST) . It also includes one remote weekend shift, weekly (Saturday or Sunday) from 9 AM5 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 bestinclass 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 largescale EV charger networks. Today, we are a team of 60+ fulltime employees, including 30+ in engineering and product development. Key Responsibilities Serve as the primary point of contact for end users by providing bilingual support (English and French) via phone, our 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 emailbased ticketing, to ensure a consistent support experience. Analyze OCPP connectivity logs and data to identify and resolve technical problems. Escalate hardware and connectivity issues to site hosts, working closely with our Hardware and Solutions Engineering teams to ensure timely resolutions. Contribute to internal and external documentation in both English and French to support knowledge sharing and selfservice. Qualifications Fluent in English and French both written and spoken. Comfortable supporting end users via phone, chat, and ticketing systems like Zendesk. Experience in customer or technical support in a fastpaced environment. Strong problemsolving skills and a passion for delivering excellent customer outcomes. Ability to stay calm and resourceful under pressure. Clear communicator who can simplify complex technical topics. Postsecondary degree in a STEM field is preferred. Zendesk experience is an asset. Spanish fluency is a bonus. #J-18808-Ljbffr