Customer Support Associate, Bilingual - Vietnamese (Starlink)

SpaceX•Redmond, WA

2d•Onsite

About The Position

Starlink, our 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 our customers, ensuring they have an exceptional overall experience.

Requirements

High school diploma or equivalency certificate
1+ years of experience in a front-line customer support role
Fluent in English and Vietnamese
Must be available to work scheduled shifts, including holidays
Must be available to work overtime hours and/or weekends as needed
Must be available to work 10 hours a day on one of the following shifts: Monday - Thursday 12:00 AM - 10:30 AM PST, Friday - Monday 12:00 AM - 10:30 AM PST, or Sunday-Thursday: 5PM - 2AM PST
Must be a U.S. citizen or national, U.S. lawful, permanent resident, Refugee, or Asylee, or be eligible to obtain the required authorizations from the U.S. Department of State.

Nice To Haves

Excellent problem-solving and sleuthing skills. You go beyond just the apparent and available answer and do what it takes to satisfy the customer. You are relentless and own it
Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving their issues, and you can distill complex concepts into the simplest explanations
Excellent empathy, active listening, and resiliency skills. You internalize customer concerns, solve them, and keep it positive
Strong attention to detail and time management skills. You take pride in your craft
Willingness and ability to flex weekend and night shift hours as needed to support our growth
Experience in a training, learning and development, analytics, service design, vendor management, or content management role
Start-up, consulting, or other 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.).
Be a relentless internal advocate for the customer within SpaceX
Provide technical support to customers using hardware, software, and network expertise
Surface product, process, and training issues by pairing quantitative and qualitative methods.
Be the voice of the customer, in the language of the business
Collaborate with internal teams to create and improve troubleshooting workflows and resolve root-cause issues
Create and maintain an internal knowledge base and help center collateral

Benefits

Comprehensive medical, vision, and dental coverage
Access to a 401(k) retirement plan
Short and long-term disability insurance
Life insurance
Paid parental leave
Various other discounts and perks
3 weeks of paid vacation
10 or more paid holidays per year
Paid sick time (in compliance with state and federal law for Washington State employees)
Company stock, stock options, or long-term cash awards
Potential discretionary bonuses
Employee Stock Purchase Plan