Customer Support Supervisor

The Customer Support leadership team is comprised of Supervisors from both Tesla Support and Roadside Support. In this role, you will be responsible for delivering an exceptional and seamless contact experience to our customers by; developing team members, managing day-to-day operations, and preparing our Customer Support team to meet the ever-changing needs of our growing fleet and their owners.

We hire leaders who have a strong technical acumen and want to actively manage their business while collaborating with interdepartmental and cross functional stakeholders. We want leaders who are proactive, self-starters who thrive in change as we transform the way we view Customer Service. Our customers are changing the world, and it is your responsibility to exceed their expectations of what a Customer Service experience should be. We expect you to exude energy and enthusiasm not only by going above and beyond for our existing customers, but also when engaging with new customers. You will actively monitor your team's performance in tandem with customer service trends to make necessary improvements and assist the team in developing appropriate standards and processes. Supervisors are fundamental in pushing change that furthers the business and mission.

• Understand and own every aspect of your team's performance including but not limited to Coaching, development, One on One and providing real time feedback
• Effectively time manage, handle multiple priorities, organize workload, and meet deadlines
• Responsible for driving continuous enhancements to facilitate exceptional team output and customer service by partnering with operations teams
• Act as a champion of safety, efficiency, quality, and overall excellence in all your actions and decisions
• Regularly give and receive feedback to peers, direct reports and managers. Lead by emanating positivity and accountability. Build and foster and environment of inclusivity, collaboration and diversity of thought
• Work cross functionally to recommend and drive necessary process and system improvements for your dedicated region
• Demonstrate fluency in all markets requirements and processes related to customer service and Roadside
• 3+ years of leadership experience in a call center or customer service industry
• Exceptional written and oral communication skills
• Ability to coach and cultivate a successful team without focusing on metrics
• Flexible schedule and availability for assisting team 24/7
• Knowledge of existing systems and process for the department in which applying
• Thrive in a fast-paced, ever-changing environment with multiple priorities while maintaining attention to detail
• Ability to work evening hours, weekends, and holidays. Ability to problem solve, prioritize multiple projects, and adhere to business-critical deadlines

Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

• Medical plans > plan options with $0 payroll deduction
• Family-building, fertility, adoption and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
• Company Paid (Health Savings Accounts) HSA Contribution when enrolled in the High-Deductible medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company paid Basic Life, AD&D
• Short-term and long-term disability insurance (90 day waiting period)
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays
• Back-up childcare and parenting support resources
• Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight Loss and Tobacco Cessation Programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program