Sr. Manager, Customer & Installer Support, Residential Energy & Charging

Tesla; Fremont (CA); On-site; USD 112,000 - 198,000; Full time

Job summary

Tesla is seeking a Senior Leader for the Customer & Installer Support organization, overseeing a large team to deliver exceptional service in North America. The role requires experience in leading call center teams, operational efficiency, and a strong educational background in engineering. Benefits include comprehensive healthcare plans, 401(k), and employee discounts.

Benefits

Aetna medical plan options

401(k) with employer match

Employee discounts and perks program

Qualifications

• 5+ years experience in call center management.
• 5+ years experience leading teams of 200+.
• Ability to travel regularly.

Responsibilities

• Deliver customer and installer support through various communication channels.
• Drive operational efficiencies in support teams.
• Develop training for new hires and continuous coaching.

Skills

Outstanding verbal and written communication skills

Analytical thinking

Problem solving

Education

Bachelor’s Degree in Engineering or equivalent experience

Job description

What To Expect
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.

What You'll Do

Deliver a world-class customer and installer support experience over voice, chat, email and app interactions in English and SpanishEnsure best-in-class NPS, CSAT, speed of answer and ticket resolution timesDrive operational efficiencies through collaboration with program management, engineering, and software teamsLead a team of ~250-300 employees across multiple locations in the US, fostering a culture of excellence, collaboration, and accountabilityEnsure an employee experience that attracts, nurtures, and retains top talentPartner 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

What You'll Bring

Bachelor’s Degree in Engineering or equivalent experience5+ years of experience running a call center that provides technical and other support to customers and installers of consumer hardware5+ years of experience leading large teams (200+), including managing people leadersAbility to travel regularly to team locationsOutstanding verbal and written communication skillsAnalytical, data-driven leadership style that emphasizes first-principles, critical thinking and problem solving

Benefits
Compensation and 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

$112,000 - $198,000/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.

, Tesla