Service Support Supervisor, Residential Energy

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. 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.

Requirements

Associate degree or a minimum of 2 years of related work experience in customer service, project management, coordination, electrical projects, or general construction is preferred. A strong passion for Teslas mission to accelerate the global transition to sustainable energy is also required. Proven ability to effectively manage deadlines and prioritize tasks in a fast-paced environment is essential. Excellent judgment and problem-solving skills for handling critical issues are necessary. Self-motivated, independent thinker with a proactive approach to challenges is ideal. Exceptional verbal and written communication skills, including proficiency in phone and email correspondence, are required. Strong interdepartmental communication skills fostering collaboration and teamwork are also necessary.

Benefits

As a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

• Medical plans with plan options, including 0 payroll deduction
• Family-building fertility adoption and surrogacy benefits
• Dental, including orthodontic coverage and vision plans, both with options with 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)
• 401k with employer match
• Employee Stock Purchase Plans and other financial benefits
• Company paid Basic Life AD&D Short-term and long-term disability insurance with a 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 Programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program