Customer Support Specialist

Support Specialist

Einride is revolutionizing transportation by showing the world a new way to move, based on the latest digital, electric, and autonomous technologies. Through a suite of EV charging and fleet solutions and freight capacity as a service operations, Einride enables businesses around the world to accelerate towards their sustainability goals. Einride's customers include some of the world's biggest shippers, including Fortune 500 companies.

Einride supports fleets in managing their electric freight and charging operations across a network of private and semi-public charging sites. Einride's customers have a wide range of experience operating EVs, and need to effectively operate in a fast-moving electrification ecosystem. These are complex operations where charging availability and uptime are key to Einride's customers; over the course of a single day, fleet managers, charging site operators, and drivers may run into a range of charger reliability issues or blockers.

Role And Expectations

We are looking for a Support Specialist to join the Energy and Charging Infrastructure organization at Einride. As a Support Specialist, you will work directly with Einride's customer success and operations team to ensure the success of our customers in managing and utilizing EV charging infrastructure. You'll play a crucial role in day to day issue investigation and resolution, and build a deep understanding of Einride's core charging technology stack. The purpose of this role is to resolve customer questions and issues across the charging sites that Einride directly operates, has access to, or manages through the Flipturn charging and energy management software platform.

What You'll Do Here

• Be the first line of defense for customer questions or issues, responding to tickets in an urgent and timely manner
• Troubleshoot issues raised by exploring charger logs, history, and other resources. Summarize issue and context to escalate as appropriate
• Attempt to resolve common issues when raised by customers - reset chargers, refund drivers, grant user access, etc
• Onboard new customers and chargers, including helping onsite personnel to establish OCPP connections and cellular connectivity.
• Reproduce to confirm potential bugs and escalate as needed
• Raise tickets and escalate issues to charger/vehicle OEMs on behalf of customers, where appropriate, supplying needed logs, context, etc to expedite resolution
• Contribute to support runbook development with new issues and solutions

About You

We're looking for someone who is excited about joining a climate tech company and wants to wear many hats. Einride is full of mission-driven employees who see work as a place to make an impact on the world!

You'll be a great fit for this role if you enjoy:

• Operating in a fast-paced environment where you'll see a direct impact on the success of the company and our customers
• Representing a company in an externally-facing role that involves continuous problem solving and customer support
• Proactively responding to customer issues and keeping customers informed about their resolutions
• Working collaboratively with teammates, customers, and cross functional teams

A strong candidate will have the following experience/skills:

• At least 2 years in a customer-facing support role
• Ability to operate with autonomy
• Experience with ticketing platforms and tools (Pylon, Salesforce, Hubspot, etc)
• Experience using Claude and other AI tools
• Excitement about resolving customer issues and complaints - making EV operations smoother, easier, and cheaper for customers
• Excellent communication skills, including both written and oral communication
• Ability to understand and articulate complex, semi-technical topics in a clear, simple, and concise way to internal and external parties
• Familiarity with the fleet or logistics industry is a bonus
• Experience at early stage startups is a bonus

Benefits

• Market-Competitive Salary: The anticipated range for this position is $75,000-$115,000 base salary per year.
• Equity Package: This role includes equity.
• Comprehensive Health Coverage: Competitive medical, dental, and vision plans.
• Retirement Savings: 401(k) plan with an employer match.
• Generous Time Off: 25 days of Paid Time Off (PTO). 15 paid sick days and 15 paid US holidays observed.
• Wellness Allowance: To support your personal well-being.