What To Expect
At Tesla, we are building a smarter, connected and automated end-to-end experience. We are looking for world-class talent to contribute to this journey. Optimizing and implementing processes and systems are a competitive advantage for Tesla and an essential part of our business to efficiently serve our new and existing customers in the best way possible. As an Operational Support lead, you will be working on continuously improving this seamless customer journey and putting the customer first.
You will join the management team of our Tesla Support EMEA contact center. Tesla Support is an international and diverse team supporting our mission to accelerate the world’s transition to sustainable energy and mobility. Tesla support acts as the single point of contact for customers.
Your main responsibilities will be to manage a team of country advisors. You will support the Tesla Support management team and in particular the relevant country manager to lead and coach the respective country advisors. You have excellent problem-solving skills, along with strong cross-functional and stakeholder relationship management skills. You will be expected to mentor, guide and inspire the team to continually develop and deliver Tesla service performance and quality both individually and collectively.
Location: London or Manchester
What You'll Do
Leadership: You will manage a team, consisting of a several country/region specific advisors. You have a high sense of ambition and drive when it comes to improvements. You will align with your Tesla Support Regional Associate Manager to support with the direction of the team and advice on requirements that drive continuous improvements. You are a leader and team player. Represent: You will be part of a customer facing team and represent the (technical) information of many teams directly to the customer. You are Tesla’s voice for escalations and complex issues – in this way you are the representative of our brand, mission and products. Flexibility: you will be part of the Tesla Support Leadership team and will be able to deal with frequent ad hoc requests and changes. You deal with this in a timely and professional manner. Coordinate & Stakeholder Management: You excel in cross-functional and stakeholder relationship management by acting as point of contact for your country/region's advisors, metrics and escalations. You maintain a trust-based-relationship with key stakeholder (within Tesla Support as well as outside of Tesla Support) to ensure the advisors whom are part of your country team receive frequent and relevant feedback and can translate the customer voice to what is happening in the field. Communicate: You will support the advisors to handle customer concerns with professionalism, urgency and escalate matters that require senior management concurrence in a timely manner to line management. You possess strong interpersonal skills and are aware of the appropriate behavior (show empathy) when supporting diverse types of customers and complex queries. Coaching: Ensure you serve the team to ensure they have what they need to be effective and successful. You hold regular check-ins with your team members and provide constructive feedback where needed, which you share in a timely manner with the Tesla Support Regional Associate Manager. As a Supervisor you would mostly focus on managing our newest Tesla Support advisors, and coach them on the basics of the role. Training: You support with the facilitating knowledge sharing within your country team, as well as with other country teams. Continuous Improvement: You are aware of the team’s training needs and support the gathering of requirements for Tesla Support Advisor training. You ensure best practices of your country/region team are shared across the Tesla Support teams, by doing so you leverage your strong relationship management skills. You are aware of sales opportunities for service, subscriptions, accessories and are always trying to improve what and how we serve our (existing or future) customers in the best possible way. You will act as an example to the front-line tier support advisors and share your knowledge with them frequently. Prioritize: you have the ability to prioritize effectively, handle shifting priorities and work effectively in a fastmoving environment. You are capable of escalating to the right technical level/department in a timely manner. Measure & report: You support with the managing and tracking multiple performance indicators (call metrics and CSAT) from your respective country to ensure Tesla supports meets its daily/weekly/quarterly business goals.
What You'll Bring
Relevant experience is required, with the ability to illustrate you have led teams in the past. Atechnical background in IT, automotive or engineering is preferred, however not a necessity. Experience in managing and implementing initiatives, business processes and projects with multiple and competing priorities. Strong cross-functional and stakeholder communication skills. Ability to influence stakeholders from all levels of seniority and able to always put the customer central; empathize from a customer’s perspective to drive solutions and achieving goals whilst pursing new standards. Possess a high degree of energy, drive, enthusiasm and professionalism
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