Supervisor, Starlink Customer Support

SpaceX-posted 9 months ago
Full-time • Mid Level
Onsite • Bastrop, TX
Transportation Equipment Manufacturing
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SpaceX was founded under the belief that a future with 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. Starlink is revolutionizing internet connectivity by providing high-speed, low-latency satellite internet to even the most 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. 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 problem-solving and a passion for delivering exceptional customer service. As a Starlink Customer Support Supervisor, you'll 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.

  • 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 follow-up 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. 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.
  • Bachelor's 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
  • 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 problem-solving 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/6-Sigma/Kaizen 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.
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