Customer Support Supervisor

Position Description

Tesla is looking for a Team Supervisor for our Multilingual Customer Service Support Team to work on one of the most progressive, premium brands in the world.

We are looking for a forward-thinking team player who thrives in a fast-paced, ever-evolving environment. Our Tesla Leader acts in the best interest of Tesla at all times. You must have a passion for our mission, our people, and our customers.

Flexibility of schedule, an open mind, patience, and a lot of multi-tasking will be required daily. You must be a self-starter and be 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 and focused demeanor.

Responsibilities

Continuously challenge the status quo and work well in high-pressure situations. Exceptional prioritization and time management skills are essential for success.

Be strategic and proactive. You must think and plan ahead to give your team the tools they need to be successful, including multilingual resources and training.

Be self-aware, flexible, and open-minded.

Possess a rare combination of analytical thinking, hands-on problem solving, and a customer-service mindset.

Be an advocate for your customers and your team. Your success depends on theirs.

Involvement in recruiting, onboarding, and training of new Service Support team members, with a focus on multilingual capabilities.

Hold regular 1:1 meetings with team direct reports to establish and report individual and team performance and metrics.

Hold annual (or applicable) individual performance reviews in line with company review processes.

Provide escalation assistance to team colleagues and other departments as appropriate, including out-of-hours/weekends, ensuring multilingual support is available.

Develop and evolve strong working relationships with peers and stakeholders across the business.

Work with department peers and team members to identify process and procedure opportunities to enhance and improve the customer experience, incorporating multilingual best practices.

Stay up to date with the latest product specifications and assist in educating the team on updates, new developments, etc.

Oversee quality assurance processes, including monitoring team interactions, conducting audits, providing feedback on service quality, and implementing improvements to maintain high standards of customer support and compliance.

Requirements

Outstanding interpersonal skills and stand-out leadership qualities with the ability to motivate and lead by example in a multilingual team setting.

Attitude and approach are everything. You must:

Be a leader and a team-player.

Have a high degree of energy, drive, enthusiasm, and professionalism.

Ability to prioritize effectively, handle shifting priorities, and work effectively in a fast-moving environment.

Establish and maintain working relationships with global support peers and managers to facilitate shared information and best practice exchange.

Experience with candidate selection/interviewing techniques.

Support new starters during training, onboarding, and introduction to queues, emphasizing multilingual proficiency.

Excellent written and oral communication skills in multiple languages (see Language Requirements below).

Previous supervisory experience within a Customer Support team is desired, although not essential.

Previous working experience with CRM, knowledge-based, and troubleshooting programs is a plus.

Language Requirements

Fluent in English and Cantonese (mandatory)

Mandarin a plus