Lead, Starlink Customer Support Operations

2 weeks ago

Hawthorne, California, United States SpaceX Full time

About SpaceX: SpaceX was established with the vision that a future where humanity explores the cosmos is far more thrilling than one where we remain confined to Earth. Currently, SpaceX is advancing the technologies necessary to make this vision a reality, with the ultimate aim of facilitating human life on Mars.

Position Overview: As the Lead, Starlink Customer Support Operations, you will oversee a dedicated team that directly engages with Starlink customers, ensuring they receive an outstanding experience.

Key Responsibilities:

  • Supervise a team of support associates, focusing on performance evaluation, quality management of customer interactions, and providing constructive feedback.
  • Inspire your team by setting a positive example, welcoming feedback, and driving them to achieve exceptional results.
  • Enhance operational efficiency while maintaining a safe working environment.
  • Ensure adherence to business practices that guarantee high-quality customer interaction processing.
  • Utilize both quantitative and qualitative approaches to identify the root causes of emerging issues.
  • Develop effective troubleshooting guides and triage methods to expedite issue resolution.
  • Identify opportunities for cost savings and operational optimization.
  • Collaborate with various internal teams to design impactful support solutions that elevate customer satisfaction.
  • Create and implement training programs that empower support associates to be knowledgeable and effective communicators.
  • Maintain and enhance the internal knowledge base and customer help center.
  • Work with internal development teams to identify tools that boost support associate productivity.
  • Establish metrics and analytics to measure success for both customers and internal teams.
  • Monitor workforce performance, ensuring team members are engaged and meeting performance standards.
  • Oversee employee timekeeping records.

Qualifications:

  • Bachelor's degree or equivalent professional experience in customer service or success.
  • Minimum of 2 years in a management role within synchronous customer support operations, leading teams of 25 or more.

Preferred Skills:

  • Experience as a front-line supervisor or shift lead.
  • Degree in business, engineering, or a related field.
  • Completion of a leadership development program.
  • Strong communication skills, capable of simplifying complex concepts.
  • Detail-oriented with excellent project management capabilities.
  • Technical skills in networking and troubleshooting.
  • Experience with reporting tools and analytics.

Additional Requirements:

  • Willingness to work extended hours as needed.
  • This position requires relocation if not local.
  • Availability for a 12-hour shift schedule.

Compensation and Benefits:

Competitive salary and comprehensive benefits package, including medical, dental, and retirement plans, along with paid vacation and holidays.

Equal Opportunity Employer: SpaceX is committed to diversity and inclusion in the workplace.

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