Customer Support Supervisor

2 Months ago • All levels • Operations

Job Summary

Job Description

Tesla seeks a Customer Support Supervisor to lead its Customer Service Support Team. Responsibilities include fostering a positive team environment, driving performance through strategic planning and effective resource allocation, and continuously enhancing customer experience. This role demands exceptional prioritization, problem-solving abilities, and a customer-centric approach. The supervisor will handle team onboarding, training, performance reviews, and escalation support. Collaboration with other departments and global peers is crucial, along with staying current on product updates. Strong leadership, communication, and interpersonal skills are essential for success in this fast-paced environment. Previous supervisory experience in customer support is preferred but not required.
Must have:
  • Exceptional prioritization and time management
  • Strategic and proactive thinking
  • Analytical thinking & problem-solving
  • Customer service mindset & advocacy
  • Team leadership & motivation
  • Excellent communication skills
Good to have:
  • Experience with CRM and troubleshooting programs
  • Experience in candidate selection/interviewing

Job Details

What to Expect

Tesla is looking for a Team Supervisor for our Customer Service Support Team to work on one of the most progressive, premium brands in the world. 

We are looking for a forward-thinking team player who thrives in a fast-paced, ever-evolving environment. Our Tesla Leader acts in the best interest of Tesla at all times. You must have a passion for our mission, our people, and our customers.

Flexibility of schedule, an open mind, patience, and a lot of multi-tasking will be required daily. You must be a self-starter and be able to maintain a high level of productivity with a minimum of supervision.  Your core values should revolve around providing amazing service and exceeding customer expectations, while having a calm and focused demeanor.

What You’ll Do

·         Continuously challenge status quo and work well in high-pressure situations. Exceptional prioritization and time management skills are essential for success

·         Be strategic and proactive. You must think and plan ahead to give your team the tools they need to be successful

·         Be self-aware, flexible and open-minded

·         Possess a rare combination of analytical thinking, hands-on problem solving, and a customer-service mindset

·         Be an advocate for your customers and your team. Your success depends on theirs

·         Involvement in recruiting, onboarding and training of new Service Support team members

·         Hold regular 1:1 meetings with team direct reports to establish and report individual and team performance and metrics

·         Hold annual (or applicable) individual performance reviews in line with company review processes.

·         Provide escalation assistance to team colleagues and other departments as appropriate including out of hours/weekends

·         Develop and evolve a strong working relationships with peers and stakeholders across the business

·         Working with department peers and team members identify process and procedure opportunities to enhance and improve the customer experience

·         Stay up to date with latest product specifications etc. and assist educating the team on updates, new developments etc.



What You’ll Bring

·         Outstanding interpersonal skills and stand-out leadership qualities with the ability to motivate and ‘lead by example’

·         Attitude and approach is everything. You must:

·         Be a leader and a team-player

·         A high degree of energy, drive, enthusiasm and professionalism

·         Ability to prioritize effectively, handle shifting priorities and work effectively in a fast moving environment

·         Establish and maintain working relationship with global support peers and managers to facilitate shared information and best practice exchange

·         Experience of candidate selection/interviewing techniques

·         Support new starters during training, onboarding and introduction to queues

·         Excellent written and oral English and other local languages communications skills

·         Previous supervisory experience within a Customer Support team is desired although not essential

·         Previous working experience of CRM, knowledge-based and troubleshooting programs a plus

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