Customer Experience Advisor (Financial Services)

What to Expect We are seeking an empathetic and structured Customer Experience Advisor to join our team in the financial services / leasing sector. In this role, you will proactively take ownership of complex customer escalations and sensitive cases, ensuring fair, timely, and well-documented resolutions across the customer journey. You will work closely with first-level support and internal stakeholders to improve handoffs, strengthen customer-facing guidance, and turn case insights into practical process improvements and workflow enhancements. If you combine strong case-handling skills with analytical thinking and want to make a visible impact on customer outcomes and operational quality, we’d love to hear from you.

What You'll Do

• Resolve customer escalations promptly and professionally, including complex and sensitive cases across the leasing lifecycle, and prepare concise, high-quality case summaries that enable management to make informed decisions on resolutions
• Identify and support vulnerable customers, apply appropriate adjustments, and guide colleagues on consistent, careful handling of sensitive situations
• Analyse escalation and complaint themes with an inquisitive mindset to identify root causes, concerning patterns, and breakpoints in the customer journey
• Contribute to customer-facing resources as well as guidance for the first-level support team, and deliver practical training on escalation recognition, vulnerability indicators, and de-escalation
• Translate case insights into process improvements and workflow automation that reduce repeat issues and strengthen handling quality
• Coordinate cross-functional casework with teams such as Customer Support, Operations, Compliance, and Legal, and maintain accurate records and relevant reporting

What You'll Bring

• Few years of experience in complaints, escalations, customer operations, or a support role, preferably within financial services, leasing, or a regulated industry
• Strong case-handling and investigation skills, with the ability to produce clear written and well-structured correspondence
• Strong analytical mindset with the ability to interpret case data, identify patterns, and present insights clearly
• Proven ability to work independently and manage multiple, time-critical priorities in a fast-paced environment with attention to detail
• Excellent written and verbal communication skills in English; fluency in German or French is highly desirable
• Confidence identifying process gaps and driving practical improvements, including automation in CRM, case-management, or workflow tools

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.