Customer Support Associate

10 hours ago

Redmond, United States SpaceX Full time

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.

CUSTOMER SUPPORT ASSOCIATE (STARLINK)

Starlink, a revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As an early member of the Starlink Customer Support team, you will be the face of Starlink to customers, ensuring they have an exceptional experience.

In this role, you will triage, troubleshoot, and resolve customer issues. You will analyze trends, identify gaps, and design simple, effective support interventions that improve the customer‘s experience. SpaceX is looking for excellent problem solvers who move quickly and proactively and are obsessed with the success of the customer. This role is ideal for individuals looking to join an early-stage-support team and set the tone for Starlink customer service.

RESPONSIBILITIES:

  • Triage and resolve customer issues across multiple channels (inbound/outbound calls, chat, email)
  • Provide technical support to customers using hardware, software, and network expertise
  • Be a relentless internal advocate for the customer within SpaceX. Understand customer concerns, address them, and ensure their satisfaction
  • Surface product, process, and training issues by pairing quantitative and qualitative methods
  • Collaborate with internal teams to create and improve troubleshooting workflows and identify root causes of issues
  • Create and maintain an internal knowledge base and help center collateral

BASIC QUALIFICATIONS:

  • High school diploma or equivalency certificate
  • 1+ years of experience in a front-line customer support role and/or customer service

PREFERRED SKILLS AND EXPERIENCE:

  • 6+ months of customer support via phone, chat, email, voice, etc.
  • Excellent problem-solving and sleuthing skills
  • Ability to exceed the obvious and available solution, to do whatever it takes to satisfy the customer by being relentless and taking ownership
  • Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving customer issues, and can distill complex concepts into simple explanations
  • Ability to work within a team environment
  • Excellent empathy, active listening, and resiliency skills
  • Strong attention to detail and excellent time management
  • Experience in a training, learning and development, analytics, service design, vendor management, or content management role
  • Demonstrated experience in a high-growth, fast-paced environment
  • Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
  • Written/verbal business fluency in English

ADDITIONAL REQUIREMENTS:

  • Must be willing to work all shifts, overtime, holidays, and/or weekends as needed
  • This is not a remote position, is onsite at the Redmond facility, and will require relocation if not already local to the Redmond, WA area
  • Computer skills and experience working with customer support tools
  • Strong Attendance is an essential function of the role
  • Approximate shift times (subject to change based on business needs):
    • Shift Charlie: 12:00AM-10:30am PST Friday - Monday (4 days, 10 hour days) *Eligible for 15% shift differential*

COMPENSATION AND BENEFITS:

Pay Range:

Customer Support Associate/Level 1: $22.00/hour
Customer Support Associate/Level 2: $24.50/hour
Customer Support Associate/Level 3: $27.00/hour

Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.

Base salary is just one part of your total rewards package at SpaceX. You may also be eligible for long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short & long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation & will be eligible for 10 or more paid holidays per year. Non-exempt Washington employees are eligible for sick leave in accordance with Washington‘s Sick Leave policies.

ITAR REQUIREMENTS:

  • 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. 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 .

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