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

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.

Responsibilities

• Deliver a world-class customer and installer support experience over voice, chat, email and app interactions in English and Spanish
• Ensure best-in-class NPS, CSAT, speed of answer and ticket resolution times
• Drive operational efficiencies through collaboration with program management, engineering, and software teams
• Lead a team of ~250-300 employees across multiple locations in the US, fostering a culture of excellence, collaboration, and accountability
• Ensure an employee experience that attracts, nurtures, and retains top talent
• Partner 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

Requirements

• Bachelor's Degree in Engineering or equivalent experience
• 5+ years of experience running a call center that provides technical and other support to customers and installers of consumer hardware
• 5+ years of experience leading large teams (200+), including managing people leaders
• Ability to travel regularly to team locations
• Outstanding verbal and written communication skills
• Analytical, data-driven leadership style that emphasizes first-principles, critical thinking and problem solving

Compensation and Benefits
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