Energy Resolutions Team Lead

What to Expect
The Energy Resolutions Team Lead at Tesla plays a critical role in managing high-priority, escalated customer cases within the Energy organization. This individual is responsible for resolving complex customer issues related to escalations and retention, performing in-depth research and analysis to identify solutions that both address customer concerns and mitigate potential risks to the business.

Team Leads act as a key support resource for their team, assisting peers in troubleshooting customer concerns, guiding investigations, and recommending effective, customer-focused resolutions. They serve as a liaison between front-line agents and leadership, proactively identifying recurring issues, process gaps, and business risks, and providing actionable feedback to improve operations.

In addition to casework, Energy Resolutions Team Lead contributes to the growth and development of the team by sharing expertise, mentoring new hires, and helping train fellow agents. Their focus on knowledge sharing and team development helps build confidence, autonomy, and success across the department.

What You’ll Do

• Serve as a subject matter expert for the department by demonstrating extensive knowledge of case administration and business processes
• Proactive in process improvement and critical thinking to improve the team’s efficiency and financial impact
• Customer Issue Resolution: Handle escalated customer complaints and disputes related to energy services, ensuring timely and effective solutions that align with company policies and regulatory standards
• Mediation and Negotiation Support: Assist in mediating disputes by acting as a liaison between the customer, their legal counsel, and internal teams, aiming for mutually beneficial resolutions
• Escalation Protocols: Develop and follow protocols for identifying cases that require legal involvement, ensuring seamless handoff to appropriate internal legal teams or external counsel when necessary
• Training and Guidance: Train other team members in best practices for handling escalated cases and interacting with legal professionals, fostering a department-wide capability for such scenarios
• Reporting and Analysis: Prepare reports on escalated case trends, outcomes, and attorney interactions to identify systemic issues and recommend process improvements within the energy resolutions framework

What You’ll Bring

• 2+ years as an Associate Energy Resolutions Specialist to qualify for a promotion
• Understand all areas of Energy Resolution Cases to help support their team
• Experience in knowledge transfer and coaching other team members
• Critical thinking, solutioning, and presentation skills
• Time management/task management skills
• In depth knowledge for both Energy Resolutions, Energy Customer Support, and Field Team processes/procedures
• Effectively collaborate across multiple departments