Customer Support Associate, Bilingual Spanish (Starlink)

SpaceX • Bastrop, TX

322d • $22 - $27

About The Position

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 of enabling human life on Mars. 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 join an early-stage-support team and set the tone for Starlink customer service.

Requirements

• High school diploma or equivalency certificate
• 1+ years of experience in a front-line customer support role
• Fluent in English and Spanish

Nice To Haves

• Written/verbal business fluency in Spanish and English
• Excellent empathy, active listening, and resiliency skills
• Excellent problem-solving and sleuthing skills
• 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
• Strong attention to detail and excellent time management
• Experience in a training, learning and development, analytics, service design, vendor management, or content management role
• Demonstrated experience in a high-growth, fast-paced environment
• Technical aptitude – experience with networking, hardware troubleshooting, software development, etc.

Responsibilities

• Triage and resolve customer issues across multiple channels (digital, voice, etc.)
• Provide technical support to customers using hardware, software, and network expertise
• Be a relentless internal advocate for the customer within SpaceX. Understand customer concerns, address them, and ensure their satisfaction
• Surface product, process, and training issues by pairing quantitative and qualitative methods
• Collaborate with internal teams to create and improve troubleshooting workflows and identify root causes of issues
• Create and maintain an internal knowledge base and help center collateral

Benefits

• Pay Range: Customer Support Associate/Level 1: $22.00/hour
• Customer Support Associate/Level 2: $24.50/hour
• Customer Support Associate/Level 3: $27.00/hour
• 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
• Accrue 3 weeks of paid vacation
• Eligible for 10 or more paid holidays per year
• Potential discretionary bonuses
• Ability to purchase additional stock at a discount through an Employee Stock Purchase Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED