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Lead, Starlink Customer Support Operations

2 months ago

Bastrop, Texas, United States SpaceX Full time

At SpaceX, we are driven by the vision of a future where humanity explores the cosmos. Our mission is to develop the necessary technologies to make this a reality, with the ultimate aim of establishing human life on Mars.

LEAD, STARLINK CUSTOMER SUPPORT OPERATIONS

Starlink, our groundbreaking satellite network, aims to provide high-speed internet access globally. As a key member of the Starlink customer support division, you will oversee a team dedicated to ensuring an outstanding experience for our customers.

Your main role will involve supervising a team of support associates tasked with swiftly addressing customer inquiries. You will be responsible for recruitment, team development, and fostering a culture of excellence where customer satisfaction is paramount. Collaborating with various internal departments, you will help identify and resolve the underlying causes of customer issues and play a vital role in shaping program strategies. We seek adept problem solvers who can juggle multiple roles (leader, trainer, representative, analyst, designer), act swiftly and proactively, communicate effectively, and passionately advocate for our customers within the Starlink organization.

KEY RESPONSIBILITIES:

  • Guide a team of support associates by evaluating performance, managing the quality of customer interactions, providing constructive feedback, resolving conflicts, and implementing corrective actions when necessary.
  • Inspire your team by leading through example, welcoming feedback from all organizational levels, and motivating your team to achieve exceptional results.
  • Oversee and enhance operational processes, ensuring a safe and efficient work environment.
  • Ensure compliance with business practices to guarantee high-quality customer interactions while meeting ISO 9001 and regional-specific standards.
  • Employ quantitative and qualitative analysis to identify the root causes of emerging and ongoing issues.
  • Develop troubleshooting methodologies and guides that enhance resolution efficiency and first-contact resolution rates.
  • Identify and lead cost-saving initiatives, focusing on both internal and external optimization opportunities.
  • Collaborate with internal teams (engineering, reliability, production, finance, design, communications, sales, etc.) to create effective support solutions that enhance customer experience.
  • Design and implement training programs and coaching resources that empower support associates to be knowledgeable, adaptable, technically proficient, and effective communicators.
  • Establish, review, and maintain an internal knowledge repository and customer-facing help center.
  • Work with internal development teams to identify tools that boost support associate performance and productivity.
  • Create reporting and analytics to measure success for both end-customers and internal teams.
  • Actively monitor team performance, ensuring that members are engaged and meeting performance expectations.
  • Oversee and approve employee timekeeping records.

BASIC QUALIFICATIONS:

  • Bachelor's degree or 4+ years of relevant professional experience in customer service or customer success roles.
  • 2+ years of management experience in synchronous customer support operations with teams of 25+ hourly employees; or 1+ years of experience in SpaceX customer support operations as a lead.

PREFERRED SKILLS AND EXPERIENCE:

  • Experience in a supervisory or shift lead role.
  • Bachelor's degree in supply chain, business, science, engineering, or a related technical field.
  • Completion of a leadership or rotational development program.
  • Experience in training, learning and development, analytics, service design, vendor management, or content management.
  • Exceptional written and verbal communication skills, with a natural ability to engage with others and simplify complex concepts.
  • Strong attention to detail, project management, and organizational capabilities.
  • Technical skills, including networking, hardware troubleshooting, and software development.
  • Experience collaborating with software and staffing vendors.
  • Lean/6-Sigma experience (Green/Black Belt certifications).
  • Proficiency with reporting tools (Advanced Excel, SQL, dashboarding/reporting/visualization platforms).
  • Fluency in additional languages such as Spanish, French, German, Portuguese, Polish, Italian, Japanese, Korean, Czech, Indonesian, Arabic, Turkish, or Malay.

ADDITIONAL REQUIREMENTS:

  • Willingness to work extended hours and non-scheduled days as necessary to meet critical deadlines.
  • This position is not remote and requires relocation if not local to the specified area.

COMPENSATION AND BENEFITS:

Pay Range:
Lead, Starlink Customer Support Operations: $95,000.00 - $115,000.00 per year.

Your actual level and base salary will be determined based on job-related knowledge, skills, education, and experience.

Base salary is just one component of your total rewards package at SpaceX. You may also qualify for long-term incentives, such as company stock options, discretionary bonuses, and the opportunity to purchase additional stock at a discount through an Employee Stock Purchase Plan. Comprehensive medical, vision, and dental coverage, a 401(k) retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks are also included. You will accrue 3 weeks of paid vacation and be eligible for 10 or more paid holidays annually. Exempt employees receive 5 days of sick leave per year.

ITAR REQUIREMENTS:

  • To comply with U.S. Government export regulations, applicants must be U.S. citizens, lawful permanent residents, refugees, or asylees, or be eligible to obtain the required authorizations from the U.S. Department of State.

SpaceX is an Equal Opportunity Employer; employment is based on merit, competence, and qualifications without regard to race, color, religion, gender, national origin, veteran status, disability status, age, sexual orientation, gender identity, marital status, 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 those requiring reasonable accommodation during the application or interview process, should contact the Human Resources Department.