Position Description

Tesla is looking for a Team Supervisor for our Multilingual Customer Service Support Team to work on one of the most progressive, premium brands in the world.

We are looking for a forward-thinking team player who thrives in a fast-paced, ever-evolving environment. Our Tesla Leader acts in the best interest of Tesla at all times. You must have a passion for our mission, our people, and our customers.

Flexibility of schedule, an open mind, patience, and a lot of multi-tasking will be required daily. You must be a self-starter and be 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 and focused demeanor.

Responsibilities

• Continuously challenge the status quo and work well in high-pressure situations. Exceptional prioritization and time management skills are essential for success.
• Be strategic and proactive. You must think and plan ahead to give your team the tools they need to be successful, including multilingual resources and training.
• Be self-aware, flexible, and open-minded.
• Possess a rare combination of analytical thinking, hands-on problem solving, and a customer-service mindset.
• Be an advocate for your customers and your team. Your success depends on theirs.
• Involvement in recruiting, onboarding, and training of new Service Support team members, with a focus on multilingual capabilities.
• Hold regular 1:1 meetings with team direct reports to establish and report individual and team performance and metrics.
• Hold annual (or applicable) individual performance reviews in line with company review processes.
• Provide escalation assistance to team colleagues and other departments as appropriate, including out-of-hours/weekends, ensuring multilingual support is available.
• Develop and evolve strong working relationships with peers and stakeholders across the business.
• Work with department peers and team members to identify process and procedure opportunities to enhance and improve the customer experience, incorporating multilingual best practices.
• Stay up to date with the latest product specifications and assist in educating the team on updates, new developments, etc.
• Oversee quality assurance processes, including monitoring team interactions, conducting audits, providing feedback on service quality, and implementing improvements to maintain high standards of customer support and compliance.
  
  

Requirements

• Outstanding interpersonal skills and stand-out leadership qualities with the ability to motivate and ‘lead by example’ in a multilingual team setting.
• Attitude and approach are everything. You must:
• Be a leader and a team-player.
• Have a high degree of energy, drive, enthusiasm, and professionalism.
• Ability to prioritize effectively, handle shifting priorities, and work effectively in a fast-moving environment.
• Establish and maintain working relationships with global support peers and managers to facilitate shared information and best practice exchange.
• Experience with candidate selection/interviewing techniques.
• Support new starters during training, onboarding, and introduction to queues, emphasizing multilingual proficiency.
• Excellent written and oral communication skills in multiple languages (see Language Requirements below).
• Previous supervisory experience within a Customer Support team is desired, although not essential.
• Previous working experience with CRM, knowledge-based, and troubleshooting programs is a plus.
  
  

Language Requirements

• Fluent in English and Cantonese (mandatory)
• Mandarin a plus