Customer Support Supervisor

Description:

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.

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.

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

• Seniority: Mid Level
• Education: Bachelor's degree required
• Languages: English