SPACE EXPLORATION TECHNOLOGIES CORP
Customer Success Specialist (Starlink)
SPACE EXPLORATION TECHNOLOGIES CORP, Bastrop, Texas, United States, 78602
Overview
SpaceX was founded with the belief that a future where humanity explores the stars is fundamentally exciting. SpaceX is actively developing technologies to enable human life on Mars. Starlink, our satellite constellation, delivers low-latency broadband internet to 7M+ users worldwide. As a Customer Success Specialist within the Starlink program, you will focus on specific regions to ensure customers have an excellent experience from country launch through ongoing operation and growth. You will work closely with cross-functional teams and help propose and drive improvement projects to completion. Ideal team members are autonomous, adaptable, and able to drive clarity and smart decision-making for leadership. Responsibilities
Identify region-specific requirements and expectations and manage the plan for the best possible customer experience across key metrics including Contact Ratio, Net Promoter Score, and Customer Satisfaction Assist Legal and ensure compliance with regulatory needs of markets, especially around customer service or quality of service complaints Coordinate efforts among stakeholders across sales, marketing, logistics, finance, regulatory affairs, and customer service to ensure a seamless customer experience Monitor country launch schedules, act as primary customer success contact, support stakeholders, and identify areas for necessary improvement Partner with internal teams to ensure current state requirements are met and develop plans for scalability and future state improvements and implementations Maintain ownership for the region’s growth initiatives as they pertain to the customer success team Update leadership on project status and manage multiple concurrent projects Create and maintain process documentation and procedures Basic Qualifications
Bachelor's degree OR 4+ years of professional experience in customer operations, business operations, production/manufacturing, supply chain, or consulting experience in lieu of a degree 2+ years of project management or process improvement experience in a relevant environment Preferred Skills and Experience
Experience with Excel and/or SQL for data analysis and dashboards (e.g., Tableau, Power BI) 1+ year experience working abroad or with operations outside of the United States Excellent written and verbal communication skills with external and internal stakeholders and senior leadership Ability to independently define and manage complex operational projects or strategic initiatives, assessing schedule dependencies, risks, and conflicts Process improvement and workflow mapping experience (e.g., MS Visio) Successful track record in a high-growth, fast-paced environment with competing priorities Experience developing and proposing business cases, customer value assessments, and piloting rollouts or A/B tests Strong root cause analysis, troubleshooting, and problem-solving skills Additional Requirements
Willingness to travel up to 50% Ability to work extended hours and/or weekends as needed to support critical milestones or operations shifts SpaceX is an Equal Opportunity Employer; employment is governed on the basis of merit, competence, and qualifications and will not be influenced by race, color, religion, gender, national origin, veteran status, disability status, age, sexual orientation, gender identity, marital status, or any other legally protected status.
#J-18808-Ljbffr
SpaceX was founded with the belief that a future where humanity explores the stars is fundamentally exciting. SpaceX is actively developing technologies to enable human life on Mars. Starlink, our satellite constellation, delivers low-latency broadband internet to 7M+ users worldwide. As a Customer Success Specialist within the Starlink program, you will focus on specific regions to ensure customers have an excellent experience from country launch through ongoing operation and growth. You will work closely with cross-functional teams and help propose and drive improvement projects to completion. Ideal team members are autonomous, adaptable, and able to drive clarity and smart decision-making for leadership. Responsibilities
Identify region-specific requirements and expectations and manage the plan for the best possible customer experience across key metrics including Contact Ratio, Net Promoter Score, and Customer Satisfaction Assist Legal and ensure compliance with regulatory needs of markets, especially around customer service or quality of service complaints Coordinate efforts among stakeholders across sales, marketing, logistics, finance, regulatory affairs, and customer service to ensure a seamless customer experience Monitor country launch schedules, act as primary customer success contact, support stakeholders, and identify areas for necessary improvement Partner with internal teams to ensure current state requirements are met and develop plans for scalability and future state improvements and implementations Maintain ownership for the region’s growth initiatives as they pertain to the customer success team Update leadership on project status and manage multiple concurrent projects Create and maintain process documentation and procedures Basic Qualifications
Bachelor's degree OR 4+ years of professional experience in customer operations, business operations, production/manufacturing, supply chain, or consulting experience in lieu of a degree 2+ years of project management or process improvement experience in a relevant environment Preferred Skills and Experience
Experience with Excel and/or SQL for data analysis and dashboards (e.g., Tableau, Power BI) 1+ year experience working abroad or with operations outside of the United States Excellent written and verbal communication skills with external and internal stakeholders and senior leadership Ability to independently define and manage complex operational projects or strategic initiatives, assessing schedule dependencies, risks, and conflicts Process improvement and workflow mapping experience (e.g., MS Visio) Successful track record in a high-growth, fast-paced environment with competing priorities Experience developing and proposing business cases, customer value assessments, and piloting rollouts or A/B tests Strong root cause analysis, troubleshooting, and problem-solving skills Additional Requirements
Willingness to travel up to 50% Ability to work extended hours and/or weekends as needed to support critical milestones or operations shifts SpaceX is an Equal Opportunity Employer; employment is governed on the basis of merit, competence, and qualifications and will not be influenced by race, color, religion, gender, national origin, veteran status, disability status, age, sexual orientation, gender identity, marital status, or any other legally protected status.
#J-18808-Ljbffr