Customer Support Associate, Bilingual

3 weeks ago

Redmond, Washington, United States SpaceX Full time
Customer Support Associate, Bilingual

At SpaceX, we're pushing the boundaries of space technology and exploration. As a Customer Support Associate, Bilingual, you'll play a critical role in ensuring our customers have an exceptional experience with our Starlink satellite constellation.

Key Responsibilities:

  • Triage and resolve customer issues across multiple channels, providing technical support and advocating for the customer 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.

Requirements:

  • 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.

Preferred Skills and Experience:

  • 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 your craft.
  • Willingness and ability to flex weekend and night shift hours as needed to support our growth.

Additional Requirements:

  • 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 Redmond, WA area.

Compensation and Benefits:

Pay range: $24.00/hour (Customer Support Bilingual/Level 1), $26.50/hour (Customer Support Bilingual/Level 2). 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. Non-exempt Washington employees are eligible for sick leave in accordance with Washington's Sick Leave policies.

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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