1+ months

Supervisor, Customer Support (Starlink)

SpaceX
Hawthorne, CA 90250

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.

SUPERVISOR, STARLINK CUSTOMER SUPPORT (STARLINK)

Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As an early member of the Starlink Customer Support team, you will lead the team that interfaces directly with Starlink customers, ensuring they have an exceptional overall experience.

Your primary responsibility will be to lead a team of support associates responsible for rapidly resolving customer issues. You will have responsibility for hiring, personnel development, and developing a culture of operational rigor where our customers come first.  You will partner with other internal teams to surface and resolve root cause of issues impacting our customers, and will be a critical voice in the development of program strategy. We're looking for excellent problem solvers that succeed wearing many hats (supervisor, trainer, rep, analyst, designer), move quickly and proactively, are strong communicators, and fiercely advocate within the Starlink organization on behalf of our customers. 

RESPONSIBILITIES

  • Lead a team of support associates. Manage quality, performance, cost, and employee development. Lead overall team and staff coordination, including assessing employee performance and delivering constructive feedback that improves the caliber of the team. 
  • Lead issue trend and root cause analysis for our product and service. Use quantitative and qualitative methods to drive internal understanding and impact assessment. Be the voice of the customer, in the language of the business.
  • Develop triage methods and troubleshooting playbooks that improve resolution speed and first touch resolution. Collaborate with internal teams (engineering, reliability, production, finance, design, communications, sales) to design simple, effective support interventions that improve our customers' experience.
  • Create training program & coaching tools that enable our support associates to be knowledgeable, nimble, technically capable, and excellent communicators.
  • Analyze and set up best inbound and outbound channels for customers (digital, voice, SMS, etc.)
  • Create, review, and maintain internal knowledge base and customer-facing help center.
  • Collaborate with internal tool development teams to identify capabilities that increase support associate performance and productivity
  • Develop reporting and analytics that measure end customer and internal team success. Surface data that drives improvements to performance, quality, and cost.

BASIC QUALIFICATIONS

  • Bachelor's degree and 3+ years professional experience in a customer operations-focused supervisor or people management role; or 5+ years of professional experience in a customer operations-focused supervisor or people management role.

PREFERRED SKILLS AND EXPERIENCE

  • Experience in a training, learning & development, analytics, service design, vendor management, or content management role.
  • Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving their issues, and you can distill complex concepts into the simplest explanations. You internalize customer concerns, solve them, and keep it positive. 
  • Strong attention to detail, project management, and organizational skills. You take pride in your craft. 
  • Start-up, consulting, or other demonstrated experience in high-growth, fast-paced environment.
  • Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
  • Experience working with software & staffing vendors.
  • Lean/Six Sigma experience or certifications.
  • Experience with reporting tools (advanced Excel, SQL, dashboarding/reporting/visualization platforms).
  • Solid financial literacy - you have fluency with an income statement and balance sheet.
  • Written/verbal business fluency in Spanish and/or French.   

ADDITIONAL REQUIREMENTS:

  • This role requires working Friday-Monday approximately 7 AM - 6 PM

ITAR REQUIREMENTS:

  • To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.  

SpaceX is an Equal Opportunity Employer; employment with SpaceX is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.

Applicants wishing to view a copy of SpaceX€™s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should notify the Human Resources Department at (310) 363-6000.

Posted: 2021-07-06 Expires: 2021-11-12

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Supervisor, Customer Support (Starlink)

SpaceX
Hawthorne, CA 90250

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