Emea Customer Service Manager

1 week geleden

AmsterdamZuidoost, Nederland Tesla Voltijd

**What to Expect**

The EMEA Cusomer Service Manager is part of Tesla’s Financial Services team and leads the customer support team responsible for customers throughout their contract life to ensure the best ownership experience. The team’s purpose is to brings personalization to the lease and loan experience by assisting owners with any questions or requests they might have as well as customer outreach to resolve issues with customers pro-actively. As the manager of the team they will be responsible for ensuring we deliver a financing experience as part of an integrated Tesla ownership experience, whilst leading implementation of both the self-serve and offline customer experience to support this.

**What You'll Do**
- Manage a team of customer support representatives including recruiting, performance management and headcount planning
- Coordinate functionally with sales, delivery, service, finance, and other internal teams to resolve customer queries and building processes to support similar future requests or questions
- Handle customer escalations and guide team members through complex issues
- Define, document and revise policies and procedures to provide the team and supporting teams with clear guidance on how to handle customer enquiries consistently
- Develop management metrics to provide insights into the performance of the team and associated functions
- Identify opportunities to create more efficient processes and increase customer satisfaction, including working with the Digital Product team to improve the ability for self serve throughout the ownership journey
- Manage work flow for the team, with a dynamic ability to fulfil challenges
- Provide leadership and guidance to the customer support team, fostering a positive and supportive work environment
- Assist with special projects as needed

**What You'll Bring**
- At least 3 years of experience managing a customer facing team, with a strong awareness of appropriate behavior when supporting customers
- Bias towards analytics and data to understand performance and help make decisions
- Strong written and verbal communication skills and ability to interact effectively with all levels of management in English
- Proficiency in German is a plus
- Ability to work independently with a superior attention to detail
- Strong problem solving and decision making abilities
- Comfort working in a fast-paced environment

Tesla is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor 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.

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