Supervisor, Technical Customer Support

Description:
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.

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 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

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

Compensation & Benefits:

Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:
Medical plans > 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 Accounts) HSA Contribution when enrolled in the High-Deductible 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 (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