Supervisor, Starlink Customer Support

SpaceX

Oct 16

Applications are closed

Job
Full-time
Junior Level
Customer Relations
People, HR & Administration
Redmond

Requirements

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 synchronous (phone/chat/instant messaging) customer support operations with teams of 25+ hourly employees; or 1+ years of SpaceX customer support operations experience as a lead
Experience managing a team as either a front-line supervisor or shift lead
Bachelor’s degree in supply chain, business, science, engineering, or similar technical discipline
Completion of a leadership or rotational development program
Experience in training, learning and development, analytics, service design, vendor management, or content management roles
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
Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
Experience working with software and staffing vendors
Lean/6-Sigma experience (Green/Black Belt certifications)
Experience with reporting tools (Advanced Excel, SQL, dashboarding/reporting/visualization platforms)
Written/verbal business fluency in Spanish, French, German, Portuguese, Polish, Italian, Japanese, Korean, Czech, Indonesian, Arabic, Turkish, or Malay
Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines
This is NOT a remote position and would require relocation if not local to the Redmond, WA area
To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. 1157, or (iv) Asylee under 8 U.S.C. 1158, or be eligible to obtain the required authorizations from the U.S. Department of State.

Responsibilities

Lead an hourly workforce of support associates by assessing employee performance, managing the quality of customer interactions, providing positive/constructive feedback, facilitating conflict resolution, and addressing repeat issues with corrective actions, performance improvement plans, or through disciplinary means
Lead by setting an example, taking feedback from all levels of the organization, and motivating your organization to achieve the highest level of results
Monitor and improve operations, ensuring a safe work environment
Ensure business practices are being followed to not only guarantee the processing of customer interactions in a quality manner but also meet those needs outlined in ISO 9001 and regional-specific requirements
Utilize quantitative and qualitative methods to understand the root cause of new and trending issues
Develop triage methods and troubleshooting playbooks that improve resolution speed and first-touch resolution
Lead cost-saving opportunities, identifying internal/external cost reductions and optimization opportunities
Collaborate with internal teams (engineering, reliability, production, finance, design, communications, sales, etc.) to design simple and effective support interventions that improve our customers' experience
Partner and create training programs, along with coaching tools, that enable our support associates to be knowledgeable, nimble, technically capable, and excellent communicators
Create, review, and maintain an internal knowledge base and customer-facing help center
Collaborate with internal tooling development teams to identify capabilities that increase support associate performance and productivity
Develop reporting and analytics that measure end-customer and internal team successes
Actively monitor and grow the workforce, ensuring team members are challenged and performing at the expected standards
Monitor and approve employee time-keeping records

FAQs

Do we support remote work?

No, this is NOT a remote position and would require relocation if not local to the Redmond, WA area.

What are the basic qualifications for this position?

The basic qualifications include a Bachelor’s degree or 4+ years of professional experience in a customer service or customer success function in lieu of a degree, and 2+ years of people management experience in synchronous customer support operations with teams of 25+ hourly employees, or 1+ years of SpaceX customer support operations experience as a lead.

What is the salary range for the Supervisor, Starlink Customer Support position?

The salary range is $95,000.00 - $115,000.00 per year, which may vary based on job-related knowledge, skills, education, and experience.

Are there additional benefits offered with this position?

Yes, in addition to the base salary, you may also be eligible for long-term incentives, medical, vision, and dental coverage, a 401(k) retirement plan, paid parental leave, and various other discounts and perks.

Is experience in a technical field preferred for this role?

Yes, a Bachelor's degree in supply chain, business, science, engineering, or a similar technical discipline is preferred.

Are language skills considered an asset for this role?

Yes, written/verbal business fluency in additional languages such as Spanish, French, German, and others is preferred.

Will I need to work extended hours?

Yes, there is a willingness to work extended hours and non-scheduled days when needed to meet critical deadlines.

What responsibilities will I have as a supervisor?

Responsibilities include leading a team of support associates, monitoring and improving operations, developing training programs, collaborating with internal teams, and ensuring a safe work environment.

Is prior management experience important for this job?

Yes, prior experience managing a team as either a front-line supervisor or shift lead is preferred.

How is team performance evaluated?

Team performance is evaluated through employee performance assessments, quality of customer interactions, and monitoring overall job performance to ensure high standards are met.

SpaceX

SpaceX designs, manufactures and launches the world’s most advanced rockets and spacecraft

Defence & Aerospace

Industry

1001-5000

Employees

2002

Founded Year

Mission & Purpose

SpaceX designs, manufactures and launches the world’s most advanced rockets and spacecraft. The company was founded in 2002 by Elon Musk to revolutionize space transportation, with the ultimate goal of making life multiplanetary. SpaceX has gained worldwide attention for a series of historic milestones. It is the only private company ever to return a spacecraft from low-Earth orbit, which it first accomplished in December 2010. The company made history again in May 2012 when its Dragon spacecraft attached to the International Space Station, exchanged cargo payloads, and returned safely to Earth — a technically challenging feat previously accomplished only by governments. Since then Dragon has delivered cargo to and from the space station multiple times, providing regular cargo resupply missions for NASA.