Supervisor, Technical Customer Support

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Dice is the leading career destination for tech experts at every stage of their careers. Our client, Tesla Motors, is seeking the following. Apply via Dice today!

Overview

Tesla Technical Customer Support Supervisors are proactive, hands-on leaders who guide a team of 16-22 Technical Customer Support Specialists toward delivering exceptional customer experiences. You will build and maintain strong relationships across internal departments including Energy Operations, Finance, Legal, Interconnections, Pre PTO, Property and Title and work cross-functionally with those teams to resolve issues, drive continuous improvement, and eliminate root-cause defects. You will coach, develop, and audit Technical Customer Support Specialists to ensure quality, consistency, and alignment with Tesla's Measures of Excellence. As a front-line leader, you'll not only support escalations and complex cases but also serve as a subject matter expert on Tesla's energy products and policies.

Responsibilities

• Meet and exceed monthly and quarterly performance targets and KPIs, including case follow-ups and customer satisfaction
• Coach, train, and develop Technical Customer Support Specialists to improve performance and drive ownership of case resolution
• Conduct call and chat audits to maintain quality standards and ensure adherence to procedures
• Manage escalations and support Technical Customer Support Specialists in handling complex or sensitive customer concerns
• Perform regular performance reviews and implement productivity strategies, and ensure delivery of Tesla's customer experience pillars : Communication, Advocacy, and Education
• Collaborate cross-functionally to address customer concerns and escalate feedback to leadership
• Support new hire training, facilitate team meetings, and lead special projects as needed

Requirements

Benefits

2 medical plan options with $0 payroll deduction

Compensation

Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

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