Supervisor, Customer Support, Residential Energy

Join Tesla Energy and Power the Future! At Tesla, we're revolutionising sustainable energy solutions for homeowners worldwide. As a Supervisor, Technical Customer Support (Residential Energy), you'll play a pivotal role in ensuring our customers receive world-class support, aligning with our mission to accelerate the world's transition to sustainable energy. If you're a technical leader passionate about coaching teams and driving excellence, we want to hear from you!

The customer support team acts as a key support point for Tesla Energy homeowners, dedicated to delivering exceptional end-customer experiences through our Customer First philosophy.

As a hands-on leader in this dynamic, high-complexity team, you'll drive performance and business transformations while guiding a team of highly efficient agents toward shared goals. You'll ensure adherence to correct procedures, provide routine coaching and direction to the team for continuous improvement, and step in to offer advice, de-escalate customer concerns, or resolve issues as needed. Leading by example, you'll set expectations aligned with Tesla’s Measures of Excellence, serve as an extension of the Manager, and embody the Tesla brand voice—strong, professional, and customer-focused. In this role, you'll think critically and strategically to identify impactful solutions for current and emerging challenges, executing them efficiently to deliver timely results.

Responsibilities

• Effectively supervise, lead, coach, and develop a highly engaged team of technical customer support specialists to achieve quality, service, productivity, and KPI goals.

• Conduct regular one-on-one developmental meetings, performance reviews, and case/call audits to evaluate day-to-day performance, ensure process adherence, compliance, and a perfect customer experience.

• Own and resolve end-user escalations in a timely manner, stepping in to de-escalate issues, provide advice, or collaborate with team members on technical and personnel challenges.

• Maintain open communication with key stakeholders and higher-level support teams to establish targets for quality, speed, cost, and interdepartmental processes, while sharing knowledge and supporting peers across departments.

• Collaborate with business partners to develop the team in alignment with company targets and Tesla excellence standards.

• Continuously assess, refine, and update team training plans, SharePoint resources, and processes to maximize efficiency, boost motivation, and drive proactive improvements through critical thinking and innovation.

• Exceed expectations on all monthly and quarterly KPIs/follow-ups, communicating relevant policy and procedure changes that impact the team.

Requirements

We're seeking technical-savvy people leaders with a solid grasp of electrical and engineering principles, along with proven experience in team development and leadership. You must thrive in a fast-paced, evolving support environment, bringing innovative ideas and creative approaches to foster team growth and success.

• Proven leadership and communication skills in a customer support environment, including exceptional written and oral abilities, critical thinking, reporting, presentation, and delegation capabilities.

• Demonstrated success in coaching, training, and developing high-performing teams, with the ability to cultivate success, lead by emanating positivity and accountability, and establish/maintain an encouraging, cooperative working environment.

• Strong technical foundation, including a deep understanding of electrical, electrical, and engineering concepts, plus familiarity with Energy products and Terminology.

• Experience in managing a high-volume call center environment, with the ability to work with steady composure under pressure in a deadline-driven setting.

• Highly developed skills in Excel, PowerPoint, data analytics, and collaboration tools such as SharePoint and Microsoft Office applications

• Excellent organisational skills, attention to detail, and sound judgment aligned with Tesla standards, with the ability to effectively handle multiple priorities, organize workloads, meet deadlines, and maintain a flexible schedule for team assistance.

Benefits

In addition to a competitive compensation package, Tesla Australia & New Zealand is pleased to offer the following benefits for permanent employees:

• Employee Stock Purchase Plan (ESPP) - Purchase Tesla stock twice per year at a 15% discount

• Parental leave (no minimum employment period)

  • Primary carers – 18 weeks at full pay or 36 weeks half pay

  • Secondary carers – 6 weeks full pay

• Miscarriage leave - 10 days

• Employee Vehicle Loan Program

• Novated Leasing (AU only)

• Employee Vehicle Finance program (AU only) - Tesla subsidises your loan interest

• Well-being Fund – An annual allowance of $950 USD for all employees to support their well-being in ways that are meaningful to them

• Health insurance discounts (AU only)

• Bike to work – $10 per day if you cycle to work

• Employee Assistance Program - Free and confidential counselling for all staff and their families

• Annual Flu Vaccines

• Birthday Leave, Cultural Significance Leave and Volunteer Leave

Some eligibility criteria may apply, benefits detailed above are subject to change / withdrawal at Tesla’s discretion with no prior notice.