Supervisor, Technical Support

The Corporate Auto Resolutions (CAR) Supervisor plays a critical leadership role in North America, overseeing a high-performing team responsible for resolving complex, high-touch concerns escalated through executive leadership, legal channels, social media, the Better Business Bureau, and other critical pathways. This leader will drive operational excellence, ensure team accountability, and implement process improvements that elevate both the Tesla customer experience and business efficiency. As a Corporate Auto Resolution Supervisor, you are expected to lead with clarity, empathy, and agility in a dynamic environment. You'll empower your team to think critically, own outcomes, prevent future escalations and deliver timely resolutions through ambiguity and sensitive situations. This role requires balancing cross-functional collaboration, compliance awareness, agent development, and strategic problem solving

Responsibilities

• Own and continuously improve all aspects of team performance, including coaching, development, and accountability. As well as lead structured 1:1s, calibrations, QA reviews, and case audits to ensure accuracy, compliance, and consistent agent execution
• Oversee high-risk and sensitive cases, including legal, regulatory, executive, and Board of Directors escalations
• Monitor resolution timelines, drive queue health, and proactively identify gaps or emerging issues across case types
• Partner cross-functionally with Legal, Sales, Service, Delivery, and Executive Relations to resolve systemic issues and improve end-to-end customer experience
• Champion high-quality documentation, policy adherence, and strong written communication in all customer interactions
• Identify trends, drive operational improvements, and influence internal workflows and knowledge resources
• Foster an inclusive, resilient, and accountable team culture rooted in Tesla's mission and commitment to customer advocacy

Requirements

• 3+ years of leadership experience in customer support, escalations, legal case handling, or technical operations. As well as proven ability to coach, develop, and hold teams accountable in high-pressure environments while modeling sound judgment and empathy
• Strong written communication and documentation skills with the ability to translate complex issues into clear, actionable messaging
• Deep understanding of Tesla's post-delivery processes, CAR workflows, and legal/regulatory case handling
• Demonstrate critical thinking, compliance awareness, and root cause analysis capabilities
• Comfortable leading through ambiguity and influencing outcomes across cross-functional stakeholders
• Experience resolving sensitive or escalated customer concerns in a timely and strategic manner
• Flexibility to support the team across a variety of shifts, including evenings, weekends, or holidays when needed

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

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