Lead Service Advisor - Lisbon

At Tesla, our Service Advisors consistently coordinate a seamless experience for customers servicing 

their vehicles. They constitute Tesla’s front line and are our brand ambassadors, supporting our mission 

to accelerate the world’s transition to sustainable energy.

As a Lead Service Advisor, you will support customers from the moment they walk through our door or 

schedule a service visit to returning their vehicle, managing communication across physical and digital 

platforms. We’ve created one of the most innovative vehicles ever made, and you will help ensure an 

equally innovative service experience.

To succeed at Tesla, you must be energetic, highly organized, and smart working. You should have a 

passion for the brand and the ability to create exceptional customer experiences.

• Manage complex escalations, confidently resolving and defusing difficult conversations across all 

communication channels. Advise and educate your customer on Tesla warranty policies

• Confidently communicate with customers as a Tesla ambassador through digital channels, and 

face-to-face to provide: Scheduling/status updates, waiter updates, and payment requirements

• Manage complex escalations, confidently resolving and defusing difficult conversations across all 

communication channels. Advise and educate your customer on Tesla warranty policies

• Educate customers on Product, Tesla App, repairs, billing and invoicing and answer any 

questions using customer friendly language

• Manage billing and invoicing processes at the location, following up with customers, getting 

approvals for business customer and insurance cases and support AR.

• Maintain a tidy, representable customer facing area (customer lounge, service entrance), and 

organize the parking lot. Manage the service fleet.

• Facilitate test drives in service, being an ambassador for new products and support in generating 

additional sales

• Manage unscheduled arrivals, VORs, complex cases and support strategic / trend based 

initiatives on site – ensuring smooth operations of the workshop

• Possess in-depth knowledge of Tesla’s products and service operations to perform basic, visual 

diagnostics and accurately record repair orders into systems

• Partner closely with internal teams (e.g. technicians) to guarantee customers' cars are serviced 

efficiently and seamlessly

• Mentor and coach team members, ensuring a good onboarding experience for new hires and 

sharing best practices. Support in management activities as and when needed