Customer Support Operations Lead

7 days ago


Redmond, Washington, United States Space Exploration Technologies Full time
Job Description

We are seeking an experienced Customer Support Operations Lead to join our Starlink team at SpaceX. As a key member of our customer support organization, you will be responsible for leading a shift of support associates and ensuring that our customers receive exceptional service.

About the Role

This is a challenging and rewarding role that requires strong leadership skills, technical expertise, and excellent communication abilities. You will work closely with other internal teams to resolve issues and improve our customer experience.

Responsibilities
  • Lead an hourly workforce of support associates by assessing employee performance, managing the quality of customer interactions, and providing feedback.
  • Monitor and improve operations to ensure a safe work environment and adherence to business practices.
  • Develop triage methods and troubleshooting playbooks to improve resolution speed and first-touch resolution.
  • Collaborate with internal teams to design simple and effective support interventions that improve our customers' experience.
Qualifications

To be successful in this role, you will need:

  • Bachelor's degree or 4+ years of professional experience in a customer service or customer success function.
  • 2+ years of people management experience in synchronous customer support operations with teams of 25+ hourly employees.
  • Strong attention to detail, project management, and organizational skills.
Benefits

In addition to a competitive salary, we offer a comprehensive benefits package including medical, vision, and dental coverage, access to a 401(k) retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks.

Estimated Salary: $95,000 - $115,000 per year

SpaceX is an Equal Opportunity Employer and welcomes applicants from diverse backgrounds.



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