Supervisor, Starlink Customer Support - Day Shift
Company: SpaceX
Location: Redmond
Posted on: May 25, 2023
Job Description:
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.SUPERVISOR, STARLINK CUSTOMER SUPPORT -
DAY SHIFTStarlink, our revolutionary satellite constellation, will
deliver low-latency broadband internet worldwide. As a member of
the Starlink customer support team, you will lead the team that
interfaces directly with Starlink customers, ensuring they have an
exceptional overall experience.Your primary responsibility will be
to lead a shift of support associates responsible in rapidly
resolving customer issues. You will have responsibility for hiring,
personnel development, and developing a culture of operational
rigor where our customers come first. You will partner with other
internal teams to surface and resolve root cause of issues
impacting our customers, and will be a critical voice in the
development of program strategy. We're looking for excellent
problem solvers that succeed wearing many hats (supervisor,
trainer, rep, analyst, designer), move quickly and proactively, are
strong communicators, and fiercely advocate within the Starlink
organization on behalf of our customers. RESPONSIBILITIES:
- Lead an hourly workforce of support associates by assessing
employee performance, managing quality of customer interactions,
providing positive/constructive feedback, facilitating conflict
resolution, and addressing repeat issues with corrective actions,
performance improvement plans or through disciplinary means.
- Lead by setting an example, taking feedback from all levels of
the organization, and motivating your organization to achieve the
highest level of results
- Monitor and improve operations, ensuring a safe work
environment
- Ensure business practices are being followed to not only
guarantee the processing of customer interactions in a quality
manner, but also meet those needs outlined in ISO 9001 and
regional-specific requirements
- Utilize quantitative and qualitative methods to understand root
cause of new and trending issues
- Develop triage methods and troubleshooting playbooks that
improve resolution speed and first touch resolution.
- Lead cost saving opportunities, identifying internal/external
cost reductions and optimization opportunities
- Collaborate with internal teams (engineering, reliability,
production, finance, design, communications, sales, etc.) to design
simple and effective support interventions that improve our
customers' experience.
- Partner and create training programs, along with coaching
tools, that enable our support associates to be knowledgeable,
nimble, technically capable, and excellent communicators.
- Create, review, and maintain internal knowledge base and
customer-facing help center.
- Collaborate with internal tooling development teams to identify
capabilities that increase support associate performance and
productivity.
- Develop reporting and analytics that measure end-customer and
internal team successes.
- Actively monitor and grow the workforce, ensuring team members
are challenged and performing at the expected standards
- Monitor and approve employee time keeping recordsBASIC
QUALIFICATIONS:
- Bachelor's degree and 1+ year experience in customer
operations, production/manufacturing, supply chain, engineering, or
consulting environment; or 5+ years of professional experience in
customer operations, production/manufacturing, supply chain,
engineering or consulting environment in lieu of a degree.
PREFERRED SKILLS AND EXPERIENCE:
- Experience managing a team as either a front-line supervisor or
shift lead.
- Bachelor's degree in supply chain, business, science,
engineering, or similar technical discipline.
- Completion of a leadership or rotational development
program.
- Experience in a training, learning and development, analytics,
service design, vendor management, or content management role.
- 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. You internalize customer concerns, solve
them, and keep it positive.
- Strong attention to detail, project management, and
organizational skills. You take pride in your craft.
- Technical aptitude - experience with networking, hardware
troubleshooting, software development, etc.
- Experience working with software and staffing vendors.
- Lean/6-Sigma experience (Green/Black Belt certifications).
- Experience with reporting tools (Advanced Excel, SQL,
dashboarding/reporting/visualization platforms).
- Written/verbal business fluency in Spanish, French, German,
Greek, Portuguese, Polish, Italian, Japanese, Korean, Czech,
Indonesian, Arabic, Turkish, or Malay.ADDITIONAL REQUIREMENTS:
- Willingness to work extended hours and non-scheduled days when
needed to meet critical deadlines
- Must be available to work holidays
- Must be willing to work in-office
- Must be available to work 12 hours a day on one or more of the
following shifts:
- Alternating Weekend Schedule: 2nd shift (6AM - 6PM)
- Friday - Sunday
- Thursday - SundayCOMPENSATION AND BENEFITS:Pay Range: Starlink
Customer Support Supervisor: $95,000.00 - $115,000.00/per yearYour
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 & long-term disability insurance, life insurance, paid
parental leave, and various other discounts and perks. You may also
accrue 3 weeks of paid vacation & will be eligible for 10 or more
paid holidays per year. Exempt employees are eligible for 5 days of
sick leave per year.ITAR REQUIREMENTS:
- To conform to U.S. Government space technology export
regulations, including the International Traffic in Arms
Regulations (ITAR) you must be a U.S. citizen, lawful permanent
resident of the U.S., protected individual as defined by 8 U.S.C.
1324b(a)(3), or eligible to obtain the required authorizations from
the U.S. Department of State. Learn more about the ITAR . SpaceX is
an Equal Opportunity Employer; employment with SpaceX is governed
on the basis of merit, competence and qualifications and will not
be influenced in any manner by race, color, religion, gender,
national origin/ethnicity, veteran status, disability status, age,
sexual orientation, gender identity, marital status, mental or
physical disability or any other legally protected
status.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 notify the Human Resources
Department at (310) 363-6000.
Keywords: SpaceX, Redmond , Supervisor, Starlink Customer Support - Day Shift, Hospitality & Tourism , Redmond, Washington
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