Supervisor, Roadside Support (Full Time)

Tesla is committed to hiring and developing top talent from across the world. Our world-class teams operate within a contemporary product development, culture of high collaboration, flat structure and technical contribution at all levels. You will be expected to challenge and to be challenged, to create, and to innovate. These jobs are not for everyone. You must have a genuine passion for producing the best products in the world. Without passion, you will find what we strive to accomplish too difficult.
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 specialist (roadside) advisors. You will support the Tesla Support management team, agnostic of country. 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.

· Leadership: You will manage a team, consisting of a several highly technical specialists. You have a high sense of ambition and drive when it comes to improvements. You are a leader and team player.
· 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.

· Diagnose & root cause analysis: You will evaluate, diagnose, review and resolve the needs of customers and work in a creative, pro-active manner to support your specialist agents to resolve technical vehicle/energy queries in the most effective way. You can evaluate multiple issue and are quick to make links between previous customer queries. You support your team to educate owners and make them feel safe whilst orchestrating over the air fixes and/or sending a tow truck to collect the customer/car.

· Coordinate: You work together with the Service Centers to capture learnings from previous roadside incidents to streamline and prioritize roadside cases. You frequently align with Engineering to consolidate problems and customer queries to solve these for good and in a pro-active manner.

· Stakeholder management: You excel in cross-functional and stakeholder relationship management by acting as point of contact for your advisors, as well as the Roadside Assistance Program team and Service. You possess strong interpersonal skills and are aware of the appropriate behavior (show empathy) when supporting diverse types of customers and complex queries.

· Facilitate deep technical expertise: you will continuously strive to further develop your technical expertise. You have an ambition to improve and change. You liaise and closely collaborate with Service to ensure the best process with regards to Roadside escalation pathways to Service. You contribute towards building a highly skilled tier 2 roadside specialist team that can complete a high percentage of the cases within Tesla Support.

· 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 Continuous Improvement Lead.

· 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 drive the improvements for the advisors (tier 1) by sharing best practices across the Tesla Support teams and help the specialist as well as the advisors of tier 1 to gain proficiency, 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 fast-moving 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.

· Minimum of 3-5 years’ experience is required, with the ability to illustrate you have led teams in the past. A technical background in IT, automotive or engineering is preferred.

· Bachelor's or university degree in relevant subject, project management qualification or equivalent in 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

· First principal thinker – assess everything and challenge if all things are done to make things better/efficient/best possible outcome

· Ability to work in a self-directed way. Taking initiative to lead improvement initiatives. Able to maintain a high level of productivity with a minimum of supervision.

· Your core values should revolve around providing amazing service and exceeding customer expectations, while having a calm, focused, professional demeanour

· A flexible team player: You like collaborating closely with different kinds of people and can work in shifts to support your team. This may include weekends as well as morning and evening shifts. As the Tesla Support Center will operate 365 days per year for Roadside Assistance queries flexible working hours between 8am-7pm, Monday-Sunday, including bank holidays will be required.

· Eager to learn. A creative and out-of-the box problem solving attitude to identify and drive continuous improvements.

· Thrive in a fast-moving environment. Prioritize effectively and can manage multiple work streams at once.

· Excellent problem-solving skills. Ability to interpret data and identify improvements

· Able to quickly grasp the situation and evaluate the level of support/interference needed. You can diagnose and support with relevant follow-up, all whilst keeping the customer at ease.

· A flexible team player. Able to quickly shift priorities if and where needed.

· In possession of a valid driver’s license and an acceptable and safe driving record.

· Fluent in English and one additional European language is a plus.

· Legal right to work in the country you are applying.

We offer…

· A clear career path with ongoing training and development to allow you to achieve your personal career goals.

· A fast-paced working environment.

· An exciting role within the world’s leading sustainable automotive and technology company, making an impact every day.