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Customer Support Specialist

2 months ago

Bastrop, Texas, United States SpaceX Full time
Job Summary

We are seeking a highly skilled Customer Support Specialist to join our team at SpaceX. As a key member of our Customer Support team, you will be responsible for providing exceptional support to our customers, ensuring their experience is seamless and satisfying.

Key Responsibilities
  • Triage and resolve customer issues across multiple channels, including digital and voice support
  • Provide technical support to customers using hardware, software, and network expertise
  • Be a relentless internal advocate for the customer within SpaceX, understanding customer concerns and addressing them to ensure 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
Requirements
  • High school diploma or equivalency certificate
  • 1+ years of experience in a front-line customer support role
  • Fluent in Spanish and English
  • Excellent problem-solving and sleuthing skills
  • Ability to exceed the obvious and available solution, taking ownership to satisfy the customer
  • Excellent written and verbal communication skills
  • Excellent empathy, active listening, and resiliency skills
  • Strong attention to detail and excellent time management
Preferred Skills and Experience
  • 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 Spanish and English
Additional Requirements
  • Must be willing to work all shifts, overtime, holidays, and/or weekends as needed
  • This is not a remote position and will require relocation if not already local to the area
Compensation and Benefits

Pay Range: Customer Support Associate/Level 1: $22.00/hour, Customer Support Associate/Level 2: $24.50/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 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.