Customer Support Supervisor

5 days ago

Sydney, Australia Tesla Full time

What to Expect
- The Customer Support Supervisor is responsible for delivering an exceptional and seamless contact experience to our customers by preparing our Customer Support team to meet the ever-changing needs of our growing fleet and their owners.

We hire leaders who want to actively manage their business while collaborating with interdepartmental and cross functional stakeholders. We want leaders who are proactive, self-starters who thrive in change as we transform the way we view Customer Service. Our customers are changing the world, and it is your responsibility to exceed their expectations of what a Customer Service experience should be.

What You’ll Do
- 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 team to ensure a consistent output for your region.
- Evaluate contact strategies based on a combination of anecdotal and qualitative evidence.
- Excel at identifying present issues within the business, forecast potential short/medium term concerns while providing solutions.
- Conduct business dealings in a way that creates a superior customer experience that represents the Tesla brand values.
- Keep up with industry trends and best practices, including utilization of new technology and web resources.
- Work with the technical departments to understand current vehicle and system issues and develop troubleshooting/educational talking points.
- Contribute to the continuous improvement of processes and procedures to advance the mission, business model, and Tesla brand.
- Provide feedback and recommendations based on direct experiences with our owner network.

What You’ll Bring
- 3+ years of leadership experience in a call center or customer service industry.
- Exceptional written and oral communication skills.
- Ability to coach and cultivate a successful team without focusing on metrics.
- Flexible schedule and availability for assisting team 24/7.
- Knowledge of existing systems and process for the department in which applying.

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