Tesla Inc. is seeking a Social Support Specialist to work on one of the most progressive vehicle brands in the world. We are looking for highly motivated & self-driven individuals that excel in working with both customers in escalated situations as well as internal stakeholders to improve the customer experience for Tesla long-term.

The Social team was built to bring peace of mind to both our internal and external customers, meeting our customers where they frequently interact, and surprising and delighting them behind the scenes to resolve their vehicle, ownership or service concerns, while driving positive business change through our delivery of insights and partnerships with teams across Tesla. As our vehicle, ownership or service concerns expressed through social media are usually following a bad experience, our focus is primarily on repairing and developing relationships with customers and internal departments to achieve the highest level of service now and for the future. This role could evolve into proactive posting via customer education / customer engagement, but not at present.

Experienced persons may have a background in dedicated case management, customer retention type roles, and if possible, social media experience. Candidates’ communication skills must be proficient in both public platforms as well as across teams internally, including the executive level up to CEO, and across the globe with our partners in other regions. Candidates’ core values should revolve around the obsession to deliver a world class experience, with a passion to do whatever it takes to do so, and done in a tactful and professional manner.

Given the current landscape within the business, candidates must be able to thrive in a high energy, high speed & ever-changing team environment managing multiple events at once, and often times with a high-degree of ambiguity. Candidates must be adaptable and willing to adjust course on-the-fly as needs of the business change and evolve. Candidates must be self-motivated and able to perform and excel with minimal guidance; not be afraid to raise their hand when success is in jeopardy.

Responsibilities

Monitor variety of social media channels, including but not limited to Twitter, Facebook, Tesla Forums, TMC, Model 3 Ownership Club and Reddit

Direct engagement with owner advocates in the social space where possible

Provide the highest level of written, and sometimes verbal, customer support

Coordinate services in urgent and non-urgent situations

Evaluate the needs of customers- proactively, and often times creatively, resolve issues with customers and their products

Effectively communicate to owners concerns across sales, service, delivery, engineering, our Executive stakeholders where needed, and enabling teams such as business resolutions, legal, and communications

Where needed, partner closely with both Social Communication team and Customer Experience teams to alert them of issues trending and escalating on social media

Accurately record concerns and data into CRM systems such as Salesforce, WARP, and Service Center Application

Track and measure insight opportunities presented through each concern that comes to our team

Work with internal teams in partnership with team manager to improve processes/systems across the business preventing us from delivering world class experiences to our customers

Requirements

Minimum 2 years of relevant work experience

Experience using Customer Management Systems

Proficiency with MS Office Suite

Excellent written and oral communications skills

Exemplary customer service skills

Flexible schedule to accommodate our customers’ needs

Understanding of basic automotive techniques and related service of vehicle systems

Ability to follow oral and written instructions with attention to detail

Willingness to learn new and innovative automotive technologies

Willingness to adjust course on-the-fly based on business need

Establish and maintain positive, cooperative, working relationships

Effectively handle multiple priorities, prioritize critical issues above others, organize workload, and meet deadlines

Ability to consume large amounts of data through social sentiment and concisely pull the salient points out for Executive level review

Good judgment/common sense on what’s appropriate to potentially be shared publicly

Ability to work within a broad range of tools while managing multiple customer complaints concurrently

Organizational savviness with ability to network and navigate the organization given heavy reliance on internal teams for quick resolution

Work in a team-based environment and achieve common goals