Supervisor Starlink Customer Support - Weekend Overnight

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible with the ultimate goal ofenabling human life on Mars.

SUPERVISOR STARLINK CUSTOMER SUPPORT WEEKEND OVERNIGHT

Starlink is revolutionizing internet connectivity by providing highspeed lowlatency satellite internet to even the most remote and rural locations worldwide. Whether youre streaming gaming or working remotely Starlink ensures a seamless online experience where traditional internet services fall short. Perfect for areas with unreliable or unavailable connectivity Starlink is your gateway to the digital world.

We are seeking a dynamic and experienced Supervisor to lead within the Customer Support team. The ideal candidate is a strong effective leader with a talent for problemsolving and a passion for delivering exceptional customer service. As a Starlink Customer Support Supervisor youll empower and motivate your team ensuring they are aligned with our organizational values and committed to providing outstanding customer experiences. This role requires a strategic thinker who can drive process improvements and cultivate a culture of excellence.

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 followup 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

BASIC QUALIFICATIONS:

• Bachelors 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

PREFERRED SKILLS AND EXPERIENCE:

• 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 problemsolving 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/6Sigma/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. Talking with others comes naturally and you derive satisfaction from resolving their issues. You distill complex concepts into the simplest explanations.
• Strong attention to detail and organizational skills.

ADDITIONAL REQUIREMENTS:

• Willingness to work extended hours and nonscheduled days when needed to meet critical deadlines
• This is NOT a remote position and would require relocation if not local to the Hawthorne CA area
• Must be available for the following shift:
  • Thu Mon 10:00PM 8:30AM

COMPENSATION AND BENEFITS:

Pay Range:
Supervisor Starlink Customer Support: $95000.00 $115000.00/per year

Your actual level and base salary will be determined on a casebycase basis and may vary based on the following considerations: jobrelated 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 longterm incentives in the form of company stock stock options or longterm 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 and longterm disability insurance life insurance paid parental leave and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year. Employees accrue paid sick leave pursuant to Company policy which satisfies or exceeds the accrual carryover and use requirements of the law.

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 SpaceXs Affirmative Action Plan for veterans and individuals with disabilities or applicants requiring reasonable accommodation to the application/interview process should reach out to.