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Supervisor, Technical Customer Support
Supervisor, Technical Customer SupportTesla • Buffalo, NY, United States
Supervisor, Technical Customer Support

Supervisor, Technical Customer Support

Tesla • Buffalo, NY, United States
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What to Expect

Tesla 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 not only support escalations and complex cases but also serve as a subject matter expert on Tesla's energy products and policies.

What You'll Do

  • 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 Technical Customer Support Specialists in handling complex or sensitive customer concerns
  • Perform regular performance reviews and 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

What You'll Bring

  • 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

    • Compensation and Benefits Benefits

    Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire :

  • Aetna PPO and HSA plans >

    • 2 medical 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 Account) HSA Contribution when enrolled in the High Deductible Aetna 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
  • Employee Assistance Program
  • Sick and Vacation time (Flex time for salary 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

    • Expected Compensation

  • Supervisor Technical Support - $72,000 - $108,000 / annual salary
  • cash and stock awards + benefits for all levels

    • Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

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    Supervisor Customer Support • Buffalo, NY, United States

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