Customer Support Supervisor

Job Description

<p>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.&#160;</p> <p>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.</p> <p>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.&#160; Your core values should revolve around providing amazing service and exceeding customer expectations, while having a calm and focused demeanor.</p>

Job Responsibilities

·         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.

Job Requirements

·         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