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

Company: Tesla, Inc.
Location: Palo Alto
Posted on: May 3, 2025

Job Description:

Sr. Manager, Customer & Installer Support, Residential Energy & ChargingTesla 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.What to ExpectThis team supports Tesla's residential solar, storage and charging customers and installers in North America through the installation and operation phases of our products.What You'll Do

• 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, including hands-on training on the technical details of our solar, storage, and charging products.What You'll Bring
  • 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 BenefitsAlong 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.Tesla is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any factor, including veteran status and disability status, protected by applicable federal, state or local laws.Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.Privacy is a top priority for Tesla. We build it into our products and view it as an essential part of our business. To understand more about the data we collect and process as part of your application, please view our Tesla Talent Privacy Notice.
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Keywords: Tesla, Inc., San Bruno , Sr. Manager, Customer & Installer Support, Residential Energy & Charging, Professions , Palo Alto, California