Supervisor, Starlink Customer Support -Weekend Nights

<div><h2>Overview</h2><p>SpaceX was founded with the belief that a future of humanity exploring the stars is more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.</p><p><b>SUPERVISOR, STARLINK CUSTOMER SUPPORT - WEEKEND NIGHTS</b></p><p>Starlink is revolutionizing internet connectivity by providing high-speed, low-latency satellite internet to remote and rural locations worldwide. Whether you\\\'re streaming, gaming, or working remotely, Starlink ensures a seamless online experience where traditional internet services fall short. Starlink is your gateway to the digital world, perfect for areas with unreliable or unavailable connectivity.</p><p>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 problem-solving and a passion for delivering exceptional customer service. As a Starlink Customer Support Supervisor, you\\\'ll empower and motivate your team, ensuring alignment with our organizational values and commitment to outstanding customer experiences. This role requires a strategic thinker who can drive process improvements and cultivate a culture of excellence.</p><h2>RESPONSIBILITIES</h2><ul><li>Supervise and lead a team of customer support agents, providing coaching, training, and performance evaluations.</li><li>Own development of direct reports to enhance skills and career growth, aligning with organizational goals and objectives.</li><li>Establish clear performance expectations and accountability measures, ensuring consistent follow-up and feedback to drive success.</li><li>Lead by example, give and receive feedback, and motivate others to achieve high results.</li><li>Monitor customer interactions to ensure quality service and adherence to policies and procedures.</li><li>Handle escalated customer issues and complaints, providing resolutions and maintaining satisfaction.</li><li>Identify opportunities for process improvements and implement changes to enhance efficiency and customer experience.</li><li>Collaborate with other departments to streamline processes and improve service delivery.</li><li>Analyze customer support metrics and prepare reports on team performance, customer satisfaction, and service levels.</li><li>Use data to identify root causes, trends, and develop action plans to address them.</li><li>Incorporate the voice of the customer to identify improvements and ensure feedback drives service enhancements.</li><li>Serve as a liaison between the customer support team and other departments, ensuring clear communication and collaboration.</li><li>Keep the team informed of updates, changes, and new policies, and manage communication of these changes.</li><li>Deliver training programs to enhance skills and knowledge of the customer support team.</li><li>Foster a positive and motivating team environment.</li></ul><h2>BASIC QUALIFICATIONS</h2><ul><li>Bachelor\\\'s degree or 4+ years of professional experience in a customer service or customer success role in lieu of a degree</li><li>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</li></ul><h2>PREFERRED SKILLS AND EXPERIENCE</h2><ul><li>2+ years in synchronous (phone/chat/instant messaging) customer support operations.</li><li>Proven ability to lead and develop a team through coaching, development, feedback, and performance management.</li><li>Strong problem-solving skills and the ability to make quick, effective decisions.</li><li>Technical aptitude with networking, hardware troubleshooting, software development, etc.</li><li>Experience with reporting tools (Advanced Excel, SQL, dashboards/visualization platforms).</li><li>Lean/6-Sigma/Kaizen experience (Green/Black Belt certifications).</li><li>Written/verbal business fluency in multiple languages listed (as applicable).</li><li>Ability to quickly learn and apply new technologies.</li><li>Excellent written and verbal communication skills; ability to distill complex concepts into simple explanations.</li><li>Strong attention to detail and organizational skills.</li></ul><h2>ADDITIONAL REQUIREMENTS</h2><ul><li>Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines.</li><li>This is NOT a remote position and requires relocation if not local to the Bastrop, TX area.</li><li>Must be available for the following shift: 4th Shift: Sat - Wed 3:30pm - 2:00am</li></ul><h2>ITAR REQUIREMENTS</h2><ul><li>To conform to U.S. Government export regulations, applicant must be a U.S. citizen or national, a U.S. lawful permanent resident (green card holder), a Refugee under 8 U.S.C. § 1157, or an Asylee under 8 U.S.C. § 1158, or be eligible to obtain required authorizations from the U.S. Department of State.</li></ul><p>SpaceX is an Equal Opportunity Employer; employment is based on merit, competence and qualifications and will not be influenced by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, or any other legally protected status.</p><p>Applicants wishing to view a copy of SpaceX\\\'s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should contact EEOCompliance@spacex.com.</p></div> #J-18808-Ljbffr