Starlink Customer Support Team Lead

7 days ago


Bastrop, Texas, United States SpaceX Full time
Job Summary

SpaceX is seeking a highly skilled and experienced Customer Support Supervisor to lead our Starlink Customer Support team. As a key member of our operations team, you will be responsible for ensuring that our customers receive exceptional support and service.

Key Responsibilities
  • Team Leadership: Lead a team of customer support associates, providing guidance, coaching, and development opportunities to ensure they have the skills and knowledge needed to provide excellent customer service.
  • Customer Support: Provide direct support to customers, resolving issues and answering questions in a timely and professional manner.
  • Process Improvement: Identify areas for process improvement and implement changes to increase efficiency and effectiveness.
  • Training and Development: Develop and deliver training programs to ensure that customer support associates have the knowledge and skills needed to provide excellent customer service.
  • Reporting and Analytics: Develop and maintain reports and analytics to measure customer support performance and identify areas for improvement.
Requirements
  • Education: Bachelor's degree or 4+ years of professional experience in a customer service or customer success function.
  • Experience: 2+ years of people management experience in synchronous customer support operations with teams of 25+ hourly employees.
  • Skills: Excellent written and verbal communication skills, strong attention to detail, project management, and organizational skills.
Preferred Qualifications
  • Leadership Experience: Experience managing a team as either a front-line supervisor or shift lead.
  • Technical Skills: Experience with software and staffing vendors, Lean/6-Sigma experience, and experience working with reporting tools.
  • Language Skills: Written/verbal business fluency in Spanish, French, German, Portuguese, Polish, Italian, Japanese, Korean, Czech, Indonesian, Arabic, Turkish, or Malay.
Additional Requirements
  • Relocation: This is NOT a remote position and would require relocation if not local to the Bastrop, TX area.
  • ITAR Requirements: To conform to U.S. Government export regulations, applicant must be a U.S. citizen or national, U.S. lawful, permanent resident, Refugee under 8 U.S.C. * 1157, or Asylee under 8 U.S.C. * 1158, or be eligible to obtain the required authorizations from the U.S. Department of State.


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