Lead Customer Support Associate, Starlink

LEAD CUSTOMER SUPPORT ASSOCIATE, STARLINK

Starlink, a revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As an early member of the Starlink Customer Support team, you will be the face of Starlink to customers, ensuring they have an exceptional experience.

In this role, you will triage, troubleshoot, and resolve customer issues. You will analyze trends, identify gaps, and design simple, effective support interventions that improve the customer's experience. SpaceX is looking for excellent problem solvers who move quickly and proactively and are obsessed with the success of the customer. This role is ideal for individuals looking to lead, grow, and develop a support team and set the tone for Starlink customer service.

RESPONSIBILITIES:

• Manage and monitor daily team priorities based on volume and capacity to ensure metric goals are met
• Ensure team members are providing quality customer support and escalate concerns to leadership. Provide mentorship to customer support agents on resolving customer issues
• Lead high impact projects centered around ongoing customer experience improvements. Provide the team with clear communication on the why behind changes implemented in the support organization
• Identify operational gaps and provide solutions. Assist in the implementation of solutions and work cross-functionally with customer success/operations engineering teams
• Provide standardized and regular 1:1s with customer support associates reviewing key metrics and providing training and education
• Update leadership on trending customer issues and track issues effectively
• Field questions from customer support associates, and provide support and guidance
• Own transfer of knowledge from the preceding shift lead to the following shift lead
• Analyze team metrics to provide feedback on improvement opportunities
• Triage and resolve customer issues across multiple channels (digital, voice, etc.)
• Provide technical support to customers using hardware, software, and network expertise
• Collaborate with internal teams; create and improve troubleshooting workflows, and resolve root cause issues

BASIC QUALIFICATIONS:

• High school diploma or equivalency certificate
• 1+ years of experience troubleshooting a consumer or enterprise product
• 1+ years of experience mentoring, coaching, or training other associates

PREFERRED SKILLS AND EXPERIENCE:

• 3+ years of experience troubleshooting a consumer or enterprise product
• 3+ years of experience in a front line technical support role diagnosing, troubleshooting, or repairing technology products
• Experience with reporting tools such as Excel and SQL dashboarding, reporting and visualization platforms
• Ability to exceed the obvious and available solution, to do whatever it takes to satisfy the customer by being relentless and taking ownership
• Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving customer issues, and can distill complex concepts into simple explanations
• Excellent empathy, active listening, and resiliency skills
• Strong attention to detail and excellent time management
• Experience configuring and troubleshooting smartphones, tablets, and smart appliances operating on Windows, Linux, iOS etc.
• Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.

ADDITIONAL REQUIREMENTS:

• Must be willing to work all shifts, overtime, holidays, and/or weekends as needed
• This is not a remote position and will require relocation if not already local to the Bastrop, TX area
• Approximate shift times: Shift A: Monday - Friday (5:00 AM - 3:30 PM) and Shift B: Monday - Friday (3:30 PM - 2:00 AM) and subject to change

COMPENSATION AND BENEFITS:

Pay range:
Customer Support Associate/Level 2: $22.50/hour + $2.00/hour lead differential
Customer Support Associate/Level 3: $25.00/hour + $2.00/hour lead differential

Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related 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 long-term incentives, in the form of company stock, stock options, or long-term 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 long-term 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.