Customer Support Associate

4 days ago


Hawthorne, California, United States SpaceX Full time
Customer Support Associate

Join SpaceX, a pioneering company in the field of space technology, as a Customer Support Associate. In this role, you will be the face of Starlink, our revolutionary satellite constellation, to our customers, ensuring they have an exceptional overall experience.

Responsibilities:
  • Triage, troubleshoot, and resolve customer issues across multiple channels (digital, voice, etc.)
  • Be a relentless internal advocate for the customer within SpaceX and the voice of the customer in the language of the business
  • Provide technical support to customers using hardware, software, and network expertise
  • Surface product, process, and training issues by pairing quantitative and qualitative methods
  • Collaborate with internal teams to create and improve troubleshooting workflows and resolve root-cause issues
  • Create and maintain an internal knowledge base and help center collateral
Requirements:
  • High school diploma or equivalency certificate
  • 1+ years of experience in a front-line customer support role
  • Excellent problem-solving and sleuthing skills
  • Ability to go beyond just the apparent and available answer to do what it takes to satisfy the customer by being relentless and owning it
  • Excellent written and verbal communication skills
  • The ability to talk with others naturally
  • The ability to derive satisfaction from resolving customer issues and distilling complex concepts into the simplest explanations
  • Excellent empathy, active listening, and resiliency
  • The ability to internalize customer concerns, solve them, and keep them positive
  • Strong attention to detail and time management
  • Pride in your craft
  • Willingness and ability to work flex weekend and night shift hours as needed to support our growth
  • Experience in a training, learning and development, analytics, service design, vendor management, or content management role
  • Start-up, consulting, or other 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 available to work holidays
  • Must be available to work 12 hours a day on one or more of the following shifts:
  • Alternating Weekend Schedule: (6AM – 6PM)
  • Monday - Thursday
  • Monday - Wednesday
  • Alternating Weekend Schedule: (6PM - 6AM)
  • Monday - Thursday
  • Monday - Wednesday
Compensation and Benefits:

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 and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks.

You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year.

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.



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