Customer Support Specialist

4 weeks ago

Hawthorne, California, United States SpaceX Full time

Customer Support Specialist

At SpaceX, we're revolutionizing the way we explore the universe. As a Customer Support Specialist, you'll be a key part of our Starlink team, ensuring our customers have an exceptional experience with our low-latency broadband internet service.

Responsibilities:

  • Triage and resolve customer issues across multiple channels, including digital and voice support.
  • Be a relentless advocate for the customer within SpaceX, surfacing product, process, and training issues to improve our customers' experience.
  • Provide technical support to customers using hardware, software, and network expertise.
  • 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.

Preferred Skills and Experience:

  • 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.
  • Excellent written and verbal communication skills.
  • Ability to talk with others naturally.
  • Ability to derive satisfaction from resolving customer issues and distilling complex concepts into the simplest explanations.
  • Excellent empathy, active listening, and resiliency.
  • 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 flexible 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:
    • Shift A: Alternating Weekend Schedule: (6AM - 6PM)
      • Monday - Thursday
      • Monday - Wednesday
    • Shift C: Alternating Weekend Schedule: (6PM - 6AM)
      • Monday - Thursday
      • Monday - Wednesday

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 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.

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 (310) 363-6000.

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