Tesla

Makes electric cars, robotaxis and grid batteries

Supervisor, Technical Customer Support - Residential Energy

Customer SupportConfirmed live in the last 24 hours

Full-timeMelbourne VIC, AustraliaNo salary listedIn-person

About the Job

Requirements

Proven leadership and communication skills in a customer support environment, including written and oral communication, critical thinking, reporting, presentation, and delegation capabilities.
Demonstrated success in coaching, training, and developing high-performing teams, and the ability to cultivate success, lead with positivity and accountability, and establish and maintain an encouraging, cooperative working environment.
A strong technical foundation, including a deep understanding of electrical and engineering concepts, plus familiarity with energy products and terminology.
Experience managing a high-volume call center environment and the ability to work with composure under pressure in a deadline-driven setting.
Highly developed skills in Excel, PowerPoint, data analytics, and collaboration tools such as SharePoint and Microsoft Office applications.
Organisational skills, attention to detail, sound judgment aligned with Tesla standards, and the ability to handle multiple priorities, organise workloads, meet deadlines, and maintain a flexible schedule to assist the team.

Responsibilities

Supervise, lead, coach, and develop a technical customer support team to achieve quality, service, productivity, and key performance indicator goals.
Conduct regular one-on-one developmental meetings, performance reviews, and case and call audits to evaluate day-to-day performance and ensure process adherence, compliance, and a high-quality customer experience.
Own and resolve end-user escalations promptly, de-escalating issues, providing advice, or collaborating with team members on technical and personnel challenges.
Communicate with key stakeholders and higher-level support teams to establish targets for quality, speed, cost, and interdepartmental processes, while sharing knowledge and supporting peers across departments.
Collaborate with business partners to develop the team in alignment with company targets and excellence standards.
Assess, refine, and update team training plans, SharePoint resources, and processes to maximize efficiency, motivation, and proactive improvement.
Meet monthly and quarterly key performance indicators and follow-ups, and communicate relevant policy and procedure changes that affect the team.

Category	Energy - Solar & Storage
Location	Melbourne, Victoria
Requisition ID	287568
Type	Full-time

Job Description

Join Tesla Energy and Power the Future! At Tesla, we're revolutionising sustainable energy solutions for homeowners worldwide. As a Supervisor, Technical Customer Support (Residential Energy), you'll play a pivotal role in ensuring our customers receive world-class support, aligning with our mission to accelerate the world's transition to sustainable energy. If you're a technical leader passionate about coaching teams and driving excellence, we want to hear from you! The customer support team acts as a key support point for Tesla Energy homeowners, dedicated to delivering exceptional end-customer experiences through our Customer First philosophy. As a hands-on leader in this dynamic, high-complexity team, you'll drive performance and business transformations while guiding a team of highly efficient agents toward shared goals. You'll ensure adherence to correct procedures, provide routine coaching and direction to the team for continuous improvement, and step in to offer advice, de-escalate customer concerns, or resolve issues as needed. Leading by example, you'll set expectations aligned with Tesla’s Measures of Excellence, serve as an extension of the Manager, and embody the Tesla brand voice—strong, professional, and customer-focused. In this role, you'll think critically and strategically to identify impactful solutions for current and emerging challenges, executing them efficiently to deliver timely results.

Job Responsibilities

Effectively supervise, lead, coach, and develop a highly engaged team of technical customer support specialists to achieve quality, service, productivity, and KPI goals.
Conduct regular one-on-one developmental meetings, performance reviews, and case/call audits to evaluate day-to-day performance, ensure process adherence, compliance, and a perfect customer experience.
Own and resolve end-user escalations in a timely manner, stepping in to de-escalate issues, provide advice, or collaborate with team members on technical and personnel challenges.
Maintain open communication with key stakeholders and higher-level support teams to establish targets for quality, speed, cost, and interdepartmental processes, while sharing knowledge and supporting peers across departments.
Collaborate with business partners to develop the team in alignment with company targets and Tesla excellence standards.
Continuously assess, refine, and update team training plans, SharePoint resources, and processes to maximize efficiency, boost motivation, and drive proactive improvements through critical thinking and innovation.
Exceed expectations on all monthly and quarterly KPIs/follow-ups, communicating relevant policy and procedure changes that impact the team.

Job Requirements

We're seeking technical-savvy people leaders with a solid grasp of electrical and engineering principles, along with proven experience in team development and leadership. You must thrive in a fast-paced, evolving support environment, bringing innovative ideas and creative approaches to foster team growth and success.

Proven leadership and communication skills in a customer support environment, including exceptional written and oral abilities, critical thinking, reporting, presentation, and delegation capabilities.
Demonstrated success in coaching, training, and developing high-performing teams, with the ability to cultivate success, lead by emanating positivity and accountability, and establish/maintain an encouraging, cooperative working environment.
Strong technical foundation, including a deep understanding of electrical, electrical, and engineering concepts, plus familiarity with Energy products and Terminology.
Experience in managing a high-volume call center environment, with the ability to work with steady composure under pressure in a deadline-driven setting.
Highly developed skills in Excel, PowerPoint, data analytics, and collaboration tools such as SharePoint and Microsoft Office applications
Excellent organisational skills, attention to detail, and sound judgment aligned with Tesla standards, with the ability to effectively handle multiple priorities, organize workloads, meet deadlines, and maintain a flexible schedule for team assistance.

About the Company

Tesla

Makes electric cars, robotaxis and grid batteries

Tesla makes electric cars and batteries that store power for homes and utilities, and it develops self-driving software and humanoid robots. In 2023, its Model Y became the first electric vehicle to rank as the world's best-selling car. Buyers order the Model 3 sedan, Model Y SUV, or Cybertruck pickup directly from Tesla instead of through dealers, and they charge on its Supercharger fast-charging network. It also sells Megapack and Powerwall batteries, runs a robotaxi service, and charges drivers a monthly fee for self-driving software that still needs their supervision. Tesla was founded in 2003, with Elon Musk as its lead early investor and a recognized co-founder, and it is based in Austin, Texas.

Company size: 10,001+
Company stage: IPO
Headquarters: Austin, TX
Founded: 2003

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