Service Support Supervisor, Residential Energy
Tesla Motors, Inc., Henderson, NV, United States
What to Expect
As a key member of the Energy Service Team, the Service Support Supervisor oversees the daily operations of the Service Support Advisor team. This role focuses on driving the team to achieve key performance indicators (KPIs) and strategic initiatives. Success in this position requires strong critical thinking skills, the ability to manage a diverse team effectively, and a commitment to fostering team success. The role involves managing time-sensitive challenges, making exceptional time management a critical priority. To excel, you must demonstrate exceptional communication and persuasion skills, analytical thinking, creative problem-solving, and a solution-oriented mindset.
What You'll Do
Lead a team of 10+ Service Support Advisors to achieve and exceed key performance targets
Customer escalation resolution and ensure timely follow-through; collaborate with leadership to design and implement strategies for reducing escalations
Leverage data analytics tools to identify process bottlenecks and drive efficiency
Act as a liaison between service teams and technical departments to resolve complex customer issues
Forecast workload and staffing needs, especially during peak chat times
Train and onboard new Advisors provide ongoing performance coaching
Drive accountability, efficiency, and continuous improvement across the team
What You'll Bring
Associate degree or a minimum of 2 years of related work experience in customer service, project management/coordination, electrical projects, or general construction (preferred)
Strong passion for Tesla's mission to accelerate the global transition to sustainable energy
Proven ability to effectively manage deadlines and prioritize tasks in a fast-paced environment
Excellent judgment and problem-solving skills for handling critical issues
Self-motivated, independent thinker with a proactive approach to challenges
Exceptional verbal and written communication skills, including proficiency in phone and email correspondence
Strong interdepartmental communication skills, fostering collaboration and teamwork
Compensation and Benefits
Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:
Medical plans > plan options with $0 payroll deduction
Family-building, fertility, adoption and surrogacy benefits
Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
Company Paid (Health Savings Accounts) HSA Contribution when enrolled in the High-Deductible medical plan with HSA
Healthcare and Dependent Care Flexible Spending Accounts (FSA)
401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
Company paid Basic Life, AD&D
Short-term and long-term disability insurance (90 day waiting period)Employee Assistance Program
Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays
Back-up childcare and parenting support resources
Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
Weight Loss and Tobacco Cessation ProgramsTesla Babies program
Commuter benefits
Employee discounts and perks program
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As a key member of the Energy Service Team, the Service Support Supervisor oversees the daily operations of the Service Support Advisor team. This role focuses on driving the team to achieve key performance indicators (KPIs) and strategic initiatives. Success in this position requires strong critical thinking skills, the ability to manage a diverse team effectively, and a commitment to fostering team success. The role involves managing time-sensitive challenges, making exceptional time management a critical priority. To excel, you must demonstrate exceptional communication and persuasion skills, analytical thinking, creative problem-solving, and a solution-oriented mindset.
What You'll Do
Lead a team of 10+ Service Support Advisors to achieve and exceed key performance targets
Customer escalation resolution and ensure timely follow-through; collaborate with leadership to design and implement strategies for reducing escalations
Leverage data analytics tools to identify process bottlenecks and drive efficiency
Act as a liaison between service teams and technical departments to resolve complex customer issues
Forecast workload and staffing needs, especially during peak chat times
Train and onboard new Advisors provide ongoing performance coaching
Drive accountability, efficiency, and continuous improvement across the team
What You'll Bring
Associate degree or a minimum of 2 years of related work experience in customer service, project management/coordination, electrical projects, or general construction (preferred)
Strong passion for Tesla's mission to accelerate the global transition to sustainable energy
Proven ability to effectively manage deadlines and prioritize tasks in a fast-paced environment
Excellent judgment and problem-solving skills for handling critical issues
Self-motivated, independent thinker with a proactive approach to challenges
Exceptional verbal and written communication skills, including proficiency in phone and email correspondence
Strong interdepartmental communication skills, fostering collaboration and teamwork
Compensation and Benefits
Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:
Medical plans > plan options with $0 payroll deduction
Family-building, fertility, adoption and surrogacy benefits
Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
Company Paid (Health Savings Accounts) HSA Contribution when enrolled in the High-Deductible medical plan with HSA
Healthcare and Dependent Care Flexible Spending Accounts (FSA)
401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
Company paid Basic Life, AD&D
Short-term and long-term disability insurance (90 day waiting period)Employee Assistance Program
Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays
Back-up childcare and parenting support resources
Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
Weight Loss and Tobacco Cessation ProgramsTesla Babies program
Commuter benefits
Employee discounts and perks program
#J-18808-Ljbffr