SPACE EXPLORATION TECHNOLOGIES CORP
Supervisor, Starlink Customer Support - WEEKENDS
SPACE EXPLORATION TECHNOLOGIES CORP, Hawthorne, California, United States, 90250
Overview
Hawthorne, CA 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 - Weekends Starlink is revolutionizing internet connectivity by providing high-speed, low-latency satellite internet to remote and rural locations worldwide. This role leads the Customer Support team to deliver outstanding customer experiences, drive process improvements, and foster a culture of excellence.
Responsibilities
Supervise and lead a team of customer support agents, providing coaching, training, and performance evaluations. Own development of direct reports to enhance skills and align with organizational goals. Set clear performance expectations and accountability measures; provide follow-up and feedback to drive success. Model leadership, give and receive feedback, and motivate others to achieve high results. Monitor customer interactions to ensure quality service and adherence to policies. Handle escalated customer issues and complaints, providing resolution and maintaining satisfaction. Identify opportunities for process improvements and implement changes to enhance efficiency and experience. Collaborate with other departments to streamline processes and service delivery. Analyze customer support metrics and prepare reports on performance, satisfaction, and service levels. Use data to identify root causes, trends, and action plans. Incorporate customer feedback to improve service delivery and drive improvements. Serve as a liaison between the customer support team and other departments to ensure clear communication. Keep the team informed of updates, changes, and new policies; manage change communication. Deliver training programs to enhance skills and knowledge of the team. Foster a positive and motivating team environment.
Basic Qualifications
Bachelor’s degree; or 4+ years of professional experience in a customer service or customer success function in lieu of a degree. 2+ years of people management experience in customer service or customer support operations with teams of 25+ hourly employees; or 1+ years of SpaceX customer support operations experience as a lead.
Preferred Skills and Experience
2+ years in synchronous (phone/chat/instant messaging) customer support operations. Proven ability to lead a team through coaching, development, feedback, and performance management. Strong problem-solving skills and the ability to make quick, effective decisions. Technical aptitude with networking, hardware troubleshooting, software development, etc. Experience with reporting tools (Advanced Excel, SQL, dashboards). Lean/6-Sigma/Kaizen experience (certifications welcomed). Business fluency in multiple languages is a plus (e.g., Spanish, French, German, Portuguese, etc.). Ability to quickly learn and apply new technologies. Excellent written and verbal communication; ability to explain complex concepts simply. Strong attention to detail and organizational skills.
Additional Requirements
Willingness to work extended hours and non-scheduled days when needed to meet deadlines. This is NOT a remote position and requires relocation if not local to Hawthorne, CA. Must be available for Shift Delta: Fri - Mon 6:00 AM - 4:30 PM.
Compensation and Benefits
Pay Range: Supervisor, Starlink Customer Support: $95,000.00 - $115,000.00 per year. Your actual level and base salary will be determined on a case-by-case basis based on job-related knowledge, skills, education, and experience. Base salary is part of a total rewards package including potential stock options, bonuses, and various benefits (medical, vision, dental, 401(k), disability and life insurance, paid parental leave, paid vacation, holidays, and sick leave as per policy).
ITAR/Export compliance: To conform to U.S. Government export regulations, applicants must be a U.S. citizen or national, U.S. lawful permanent resident, refugee, asylee, or eligible to obtain required authorizations. Learn more about ITAR here.
SpaceX is an Equal Opportunity Employer. Applicants requiring reasonable accommodation during the application process should contact EEOCompliance@spacex.com.
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Hawthorne, CA 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 - Weekends Starlink is revolutionizing internet connectivity by providing high-speed, low-latency satellite internet to remote and rural locations worldwide. This role leads the Customer Support team to deliver outstanding customer experiences, drive process improvements, and foster a culture of excellence.
Responsibilities
Supervise and lead a team of customer support agents, providing coaching, training, and performance evaluations. Own development of direct reports to enhance skills and align with organizational goals. Set clear performance expectations and accountability measures; provide follow-up and feedback to drive success. Model leadership, give and receive feedback, and motivate others to achieve high results. Monitor customer interactions to ensure quality service and adherence to policies. Handle escalated customer issues and complaints, providing resolution and maintaining satisfaction. Identify opportunities for process improvements and implement changes to enhance efficiency and experience. Collaborate with other departments to streamline processes and service delivery. Analyze customer support metrics and prepare reports on performance, satisfaction, and service levels. Use data to identify root causes, trends, and action plans. Incorporate customer feedback to improve service delivery and drive improvements. Serve as a liaison between the customer support team and other departments to ensure clear communication. Keep the team informed of updates, changes, and new policies; manage change communication. Deliver training programs to enhance skills and knowledge of the team. Foster a positive and motivating team environment.
Basic Qualifications
Bachelor’s degree; or 4+ years of professional experience in a customer service or customer success function in lieu of a degree. 2+ years of people management experience in customer service or customer support operations with teams of 25+ hourly employees; or 1+ years of SpaceX customer support operations experience as a lead.
Preferred Skills and Experience
2+ years in synchronous (phone/chat/instant messaging) customer support operations. Proven ability to lead a team through coaching, development, feedback, and performance management. Strong problem-solving skills and the ability to make quick, effective decisions. Technical aptitude with networking, hardware troubleshooting, software development, etc. Experience with reporting tools (Advanced Excel, SQL, dashboards). Lean/6-Sigma/Kaizen experience (certifications welcomed). Business fluency in multiple languages is a plus (e.g., Spanish, French, German, Portuguese, etc.). Ability to quickly learn and apply new technologies. Excellent written and verbal communication; ability to explain complex concepts simply. Strong attention to detail and organizational skills.
Additional Requirements
Willingness to work extended hours and non-scheduled days when needed to meet deadlines. This is NOT a remote position and requires relocation if not local to Hawthorne, CA. Must be available for Shift Delta: Fri - Mon 6:00 AM - 4:30 PM.
Compensation and Benefits
Pay Range: Supervisor, Starlink Customer Support: $95,000.00 - $115,000.00 per year. Your actual level and base salary will be determined on a case-by-case basis based on job-related knowledge, skills, education, and experience. Base salary is part of a total rewards package including potential stock options, bonuses, and various benefits (medical, vision, dental, 401(k), disability and life insurance, paid parental leave, paid vacation, holidays, and sick leave as per policy).
ITAR/Export compliance: To conform to U.S. Government export regulations, applicants must be a U.S. citizen or national, U.S. lawful permanent resident, refugee, asylee, or eligible to obtain required authorizations. Learn more about ITAR here.
SpaceX is an Equal Opportunity Employer. Applicants requiring reasonable accommodation during the application process should contact EEOCompliance@spacex.com.
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