Customer Support Associate, Bilingual
2 weeks ago
At SpaceX, we're pushing the boundaries of space exploration and development. As a Customer Support Associate, Bilingual, you'll be a key member of our team, helping customers navigate the complexities of our satellite constellation and ensuring they have an exceptional experience.
Key Responsibilities:- Triage and resolve customer issues across multiple channels, providing technical support and advocating for customers within SpaceX.
- Surface product, process, and training issues by pairing quantitative and qualitative methods, serving as the voice of the customer in the language of the business.
- 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.
- High school diploma or equivalency certificate.
- 1+ years of experience in a front-line customer support role.
- Fluent in English and one of the following languages: Arabic, Azerbaijani, Croatian, Czech, Dutch, French, Georgian, German, Greek, Indonesian, Italian, Japanese, Korean, Malay, Norwegian, Polish, Portuguese, Romanian, Slovak, Spanish, Swedish, Swahili, Turkish, and/or Ukrainian.
- Excellent problem-solving and sleuthing skills, with a relentless focus on customer satisfaction.
- Excellent written and verbal communication skills, with the ability to distill complex concepts into simple explanations.
- Excellent empathy, active listening, and resiliency skills, with a focus on internalizing customer concerns and solving them positively.
- Strong attention to detail and time management skills, with a focus on taking pride in one's craft.
- Willingness and ability to 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, with experience in networking, hardware troubleshooting, software development, etc.
- Written/verbal business fluency in Portuguese.
- Must be available to work scheduled shifts, including holidays.
- Must be available to work overtime hours and/or weekends as needed.
- This is not a remote position and will require relocation if not already local to the Hawthorne, CA area.
- Must be available to work 12 hours a day on one of the following shifts:
- A shift: Alternating Weekday Schedule (6AM - 6PM)
- B shift: Alternating Weekend Schedule (6AM - 6PM)
- C shift: Alternating Weekday Schedule (6PM - 6AM)
- D shift: Alternating Weekend Schedule (6PM - 6AM)
Pay range: Level 1: $24.00/hour, Level 2: $25.00/hour, 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 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.
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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