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SpaceX · 3 days ago

Supervisor, Starlink Customer Support - 4th Shift

Bastrop, TX

Full-time

Onsite

Mid, Senior Level

4+ years exp

SpaceX is actively developing technologies to enable human life on Mars and is seeking a dynamic Supervisor for their Starlink Customer Support team. The role involves leading a team of customer support agents, ensuring exceptional service delivery, and driving process improvements to enhance customer experience.

Advanced MaterialsAerospaceManufacturingNational SecuritySpace Travel

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Supervise and lead a team of customer support agents, providing excellent coaching, training, and performance evaluations

Own development of direct reports to enhance employee skills and career growth, assuring alignment with organizational goals and objectives

Establish clear performance expectations and accountability measures for team members, ensuring consistent follow-up and feedback to drive individual and team success

Lead by setting an example, taking and giving feedback within all levels of the organization, and motivating others to achieve the highest level of results

Monitor customer interactions to ensure quality service and adherence to company policies and procedures

Handle escalated customer issues and complaints, providing resolution and maintaining customer satisfaction

Identify opportunities for process improvements and implement changes to enhance efficiency and customer experience

Collaborate with other departments to streamline processes and improve service delivery

Analyze customer support metrics and prepare reports on team performance, customer satisfaction, and service levels

Use data to root cause, identify trends and develop action plans to address them

Actively listen and incorporate the voice of the customer to identify areas for improvement, ensuring that customer feedback is used to enhance service delivery and drive process improvements

Serve as a liaison between the customer support team and other departments, ensuring clear communication and collaboration

Keep the team informed of updates, changes, and new policies. You manage the change and communication of the change

Deliver training programs to enhance the skills and knowledge of the customer support team

Foster a positive and motivating team environment

Qualification

People managementCustomer support operationsProcess improvementTechnical aptitudeReporting toolsProblem-solvingCoaching skillsTeam motivationCustomer feedback incorporationAdaptability to new technologiesCommunication skillsAttention to detailOrganizational skills

Required

Bachelor's degree; or 4+ years of professional experience in a customer service or customer success function in lieu of a degree

2+ years of people management experience in customer service or customer support operations with teams of 25+ hourly employees; or 1+ years of SpaceX customer support operations experience as a lead

Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines

This is NOT a remote position and would require relocation if not local to the Bastrop, TX area

Must be available for one of the following shifts: 4th Shift: Saturday - Wednesday, 3:30PM-2:00AM

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

Preferred

2+ years in synchronous (phone/chat/instant messaging) customer support operations

Proven ability to lead and develop a team through effective coaching, development, feedback, and performance management

Strong problem-solving skills and the ability to make quick, effective decisions

Technical aptitude - experience with networking, hardware troubleshooting, software development, etc

Experience with reporting tools (Advanced Excel, SQL, dashboarding/reporting/visualization platforms)

Lean/6-Sigma/Kaizan experience (Green/Black Belt certifications)

Written/verbal business fluency in Spanish, French, German, Portuguese, Polish, Italian, Japanese, Korean, Czech, Indonesian, Arabic, Turkish, or Malay

Ability to quickly learn and apply new technologies

Excellent written and verbal communication skills

Strong attention to detail and organizational skills