Technical Support Supervisor - Fixed Term Contract

This is a 12-month fixed-term contract with the possibility of extension. We are looking for a qualified, talented individual to supervise our growing energy support team. This team is responsible for assisting electricians with installing and operating our products across the EMEA region. Our aim is to have the best products on the market, and deliver industry-leading support and service. The ideal candidate will have both technical acumen and a proven track record of managing multi-skilled teams of specialists. If you are passionate about sustainable energy and driven to exceed partner and customer expectations, this may be the role for you. The team and this role are based in Manchester. The role is not for everyone. You must have a genuine passion for our products and sustainability. Without this motivation, you will find what we strive to accomplish too difficult.

As an Energy Support Supervisor, you will be working on continuously improving the customer journey, putting the customer first. You will join management of our Tesla Energy EMEA service team. Tesla Support is an international and diverse team supporting our mission to accelerate the world’s transition to sustainable energy and mobility.

What You’ll Do

• Supervise high-profile support delivery teams to provide effective solutions, meet deadlines and quotas, and ensure SLAs are met on time with precision and quality performance.
• Maintain in-depth knowledge of company products, complex databases, and technical processes.
• Ensure coverage of phone and ticketing queues where agent responsibilities include analysing, diagnosing, escalating, and troubleshooting issues.
• Prioritise effectively, handling shifting priorities and working effectively in a fast-moving environment.
• Support with tracking and reporting multiple key performance indicators.
• Facilitate knowledge sharing within your team, as well as with other teams.
• Continuously evaluate day-to-day performance of direct reports for accuracy, process adherence, and compliance.
• Formulate performance improvement plans and make termination decisions as necessary.
• Conduct interviews, hire, and train new employees.
• Provide guidance for employees on policies and procedures.
• Keep overview of end-user escalations and see them through until resolution is achieved.
• Closely interact with sales, engineering and other technical leaders to share knowledge and establish interdepartmental processes.
• Create new knowledge base articles and update them as processes evolve.
• Assess and refine the staff experience to maximise efficiency while maintaining a high level of positive motivation.
• Evaluate escalated issues with installed residential energy products and work in a creative, proactive manner to resolve.

What You’ll Bring

• Minimum of 2-3 years of experience within a support organisation is required.
• Previous experience in a management, team lead, or supervisor capacity is preferred.
• Technical background in electrical engineering and/or IT is preferred.
• First-principles thinker and ability to work independently, taking initiative to drive improvements.
• Ability to work on multiple priorities with composure while under pressure.
• Exceptional written and oral communication skills.
• Excellent problem-solving skills.
• Proficiency in interpreting data and identifying improvements.
• Ability to coach and lead a successful team, encouraging a cooperative working environment.
• Proficiency in English and at least one additional European language.
• Willingness to learn about new and innovative technologies.
• Legal right to work in the country you are applying for.