Supervisor, Technical Customer Support

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. In this role, 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 support escalations and complex cases while serving 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 Specialists in handling complex or sensitive customer concerns.
• Perform regular performance reviews, 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

• Proven leadership and communication skills in a customer support environment.
• Experience with collaboration tools such as SharePoint and Microsoft Office.
• Strong organizational skills, attention to detail, and sound judgment aligned with Tesla standards.
• Demonstrated success in coaching, training, and developing high‑performing teams.
• Critical thinking, reporting, presentation, and delegation capabilities.
• Familiarity with Tesla Energy product terminology and contract structures.

Benefits

• Competitive pay with full‑time eligibility for benefits from day 1 of hire.
• Medical plans with multiple options and $0 payroll deduction.
• Family‑building, fertility, adoption, and surrogacy benefits.
• Dental (including orthodontic coverage) and vision plans with $0 paycheck contribution options.
• Company‑paid Health Savings Account (HSA) contribution when enrolled in the high‑deductible medical plan.
• 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 salaried positions, accrued hours for hourly positions) and paid holidays.
• Back‑up childcare and parenting support resources.
• Voluntary benefits: critical illness, hospital indemnity, accident insurance, theft & legal services, pet insurance.
• Weight loss and tobacco cessation programs.
• Tesla Babies program.
• Commuter benefits.
• Employee discounts and perks program.