Regional Supervisor, Tesla Support - Dubai

Tesla
Department Icon Accounting & Finance
Posted: 4 months ago
2-5 years
Dubai, United Arab Emirates
Accounting & Finance
work from office
Full Time
Posted: 4 months ago
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Job Description

What To Expect

At Tesla, we are building a smarter, connected and automated end-to-end experience. We are looking for world-class talent to contribute to this journey. Optimizing and implementing processes and systems are a competitive advantage for Tesla and an essential part of our business to efficiently serve our new and existing customers in the best way possible. As an Operational Support lead, you will be working on continuously improving this seamless customer journey and putting the customer first.

You will join the management team of our Tesla Support EMEA contact center.

Tesla Support is an international and diverse team supporting our mission to accelerate the world's transition to sustainable energy and mobility. Tesla support acts as the single point of contact for customers.

Your main responsibilities will be to manage a team of advisors. You will support the Tesla Support management team and in particular the relevant country manager to lead and coach the respective advisors. You have excellent problem-solving skills, along with strong crossfunctional and stakeholder relationship management skills. You will be expected to mentor, guide and inspire the team to continually develop and deliver Tesla service performance and quality both individually and collectively.

What You'll Do

  • Leadership: You will manage a team, consisting of a several country/region specific advisors. You have a high sense of ambition and drive when it comes to improvements. You will align with your Tesla Support Regional Associate Manager to support with the direction of the team and advice on requirements that drive continuous improvements. You are a leader and team player.
  • Represent: You will be part of a customer facing team and represent the (technical) information of many teams directly to the customer. You are Tesla's voice for escalations and complex issues – in this way you are the representative of our brand, mission and products.
  • Flexibility: you will be part of the Tesla Support Leadership team and will be able to deal with frequent ad hoc requests and changes. You deal with this in a timely and professional manner.
  • Coordinate & Stakeholder Management: You excel in cross-functional and stakeholder relationship management by acting as point of contact for your region's advisors, metrics and escalations. You maintain a trust-based-relationship with key stakeholder (within Tesla Support as well as outside of Tesla Support) to ensure the advisors whom are part of your country team receive frequent and relevant feedback and can translate the customer voice to what is happening in the field.
  • Communicate: You will support the advisors to handle customer concerns with professionalism, urgency and escalate matters that require senior management concurrence in a timely manner to line management. You possess strong interpersonal skills and are aware of the appropriate behavior (show empathy) when supporting diverse types of customers and complex queries.
  • Coaching: Ensure you serve the team to ensure they have what they need to be effective and successful. You hold regular check-ins with your team members and provide constructive feedback where needed, which you share in a timely manner with the Tesla Support Regional Associate Manager. As a Supervisor you would mostly focus on managing our newest Tesla Support advisors, and coach them on the basics of the role.
  • Training: You support with the facilitating knowledge sharing within your country team, as well as with other country teams.
  • Continuous Improvement: You are aware of the team's training needs and support the gathering of requirements for Tesla Support Advisor
  • training. You ensure best practices of your country/region team are shared across the Tesla Support teams, by doing so you leverage your strong relationship management skills. You are aware of sales opportunities for service, subscriptions, accessories and are always trying to improve what and how we serve our (existing or future) customers in the best possible way. You will act as an example to the front-line tier support advisors and share your knowledge with them frequently.
  • Prioritize: you have the ability to prioritize effectively, handle shifting priorities and work effectively in a fast-moving environment. You are capable of escalating to the right technical level/department in a timely manner.
  • Measure & report: You support with the managing and tracking multiple performan

    • What You'll Bring

  • Minimum of 2-3 years experience is required, with the ability to illustrate you have led teams in the past. A technical background in IT, automotive or engineering is preferred, however not a necessity.
  • Bachelor's or university degree in relevant subject, project management qualification or equivalent in experience in managing and implementing initiatives, business processes and projects with multiple and competing priorities.
  • Strong cross-functional and stakeholder communication skills. Ability to influence stakeholders from all levels of seniority and able to always put the customer central; empathize from a customer's perspective to drive solutions and achieving goals whilst pursing new standards.
  • Possess a high degree of energy, drive, enthusiasm and professionalism
  • First principal thinker – assess everything and challenge if all things are done to make things better/efficient/best possible outcome
  • Ability to work in a self-directed way. Taking initiative to lead improvement initiatives. Able to maintain a high level of productivity with a minimum of supervision.
  • Your core values should revolve around providing amazing service and exceeding customer expectations, while having a calm, focused, professional demeanor.
  • A flexible team player: You like collaborating closely with different kinds of people and can work in shifts to support your team. This may include weekends as well as morning and evening shifts; flexible working hours between 8am-7pm, Monday-Saturday.
  • Eager to learn. A creative and out-of-the box problem solving attitude to identify and drive continuous improvements.
  • Thrive in a fast-moving environment. Prioritize effectively and can manage multiple work streams at once.
  • Excellent problem-solving skills. Ability to interpret data and identify improvements
  • Able to quickly grasp the situation and evaluate the level of support/interference needed. You can diagnose and support with relevant follow-up, all whilst keeping the customer at ease.
  • A flexible team player. Able to quickly shift priorities if and where needed.
  • In possession of a valid driver's license and an acceptable and safe driving record.
  • Fluent in English. Additional languages are a plus.
  • Legal right to work in the country you are applying

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    About Company

    Tesla designs and manufactures electric vehicles, battery energy storage devices from stationary battery packs for homes and businesses to large-scale utility projects, and solar panels and solar roof tiles, and related products and services.

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