Tesla Roadside Support Specialist

As a Tesla Roadside Support Specialist, your role will be to guide our existing customers at their most vulnerable time; when their car has broken down – you are the one to support them and create a memorable and best in class experience.

• Diagnose: You will evaluate, diagnose, review and resolve the needs of customers
• Root Cause Analysis: The time you will spend on one or multiple related customer cases will vary. You will work together with the Service centers to capture learnings from previous roadside incidents in an effort to streamline and prioritize roadside cases to reduce the costs of towing/rental cars and offer smoother interactions for our customers
• Represent: You will be Tesla’s voice for escalations and complex issues – in this way you are the representative of our brand, mission and products
• Communicate: You will handle customer concerns with professionalism, urgency and escalate matters that require senior management concurrence in a timely manner to line management
• Decision Making: You define the right course of action on a customer by customer case. You will make the right decision based on cost, speed, safety and customer experience
• Administer: As part of a data-driven company, you will use our Customer Relationship Management software and other tools to keep an accurate record of support cases and communications