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Customer Experience Lead

2 weeks ago

Council of the City of Sydney, Australia Tesla, Inc. Full time
Job Description

The Customer Support Supervisor is responsible for delivering exceptional customer experiences by preparing our support team to meet the evolving needs of our growing customer base.

We seek leaders who want to actively manage their business while collaborating with cross-functional stakeholders. We want proactive, self-starting leaders who thrive in change and transform the way we view customer service. Our customers are changing the world, and it's your responsibility to exceed their expectations of what a customer service experience should be.

Key Responsibilities
  • Develop and coach a team of customer support specialists to meet and exceed targets.
  • Monitor and report on team productivity, including key performance indicators.
  • Exceed dynamic weekly and monthly service level targets in cooperation with the service organisation.
  • Act as an escalation point for customers with a variety of customer service concerns.
  • Optimise daily activity to maximise effective coverage for online and phone support, inclusive of daily planning and activity metric adherence.
  • Suggest and support the implementation of new improvements to customer support workflow, daily, weekly, and monthly reporting, and CRM system.
  • Provide evaluation, identify areas of improvement, and distribute active feedback to the team to ensure consistent output.
  • Evaluate contact strategies based on anecdotal and qualitative evidence.
  • Excel at identifying present issues within the business, forecast potential short/medium-term concerns, and provide solutions.
  • Conduct business dealings in a way that creates a superior customer experience representing Tesla brand values.
  • Keep up with industry trends and best practices, including utilisation of new technology and web resources.
  • Work with technical departments to understand current vehicle and system issues and develop troubleshooting/talking points.
  • Contribute to the continuous improvement of processes and procedures to advance the mission, business model, and Tesla brand.