Tesla is looking for a senior leader for our Customer & Installer Support org. This team supports Tesla's residential solar, storage and charging customers and installers in North America through the installation and operation phases of our products.
Responsibilities - Deliver a world-class customer and installer support experience over voice, chat, email and app interactions in English and Spanish
- Ensure best-in-class NPS, CSAT, speed of answer and ticket resolution times
- Drive operational efficiencies through collaboration with program management, engineering, and software teams
- Lead a team of ~250-300 employees across multiple locations in the US, fostering a culture of excellence, collaboration, and accountability
- Ensure an employee experience that attracts, nurtures, and retains top talent
- Partner with subject matter experts to develop and deliver the necessary training for new hires and continuous coaching for existing employees. This includes hands-on training on the technical details of our solar, storage and charging products
Requirements - Bachelor's Degree in Engineering or equivalent experience
- 5+ years of experience running a call center that provides technical and other support to customers and installers of consumer hardware
- 5+ years of experience leading large teams (200+), including managing people leaders
- Ability to travel regularly to team locations
- Outstanding verbal and written communication skills
- Analytical, data-driven leadership style that emphasizes first-principles, critical thinking and problem solving
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
$100,000 - $192,000/annual salary + cash and stock awards + benefits
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.
