Customer Support Associate

CUSTOMER SUPPORT ASSOCIATE (STARLINK) 

Starlink, a 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 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.

RESPONSIBILITIES:

• Triage and resolve customer issues across multiple channels (inbound/outbound calls, chat, email)
•  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

BASIC QUALIFICATIONS:

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

PREFERRED SKILLS AND EXPERIENCE:

• 6+ months of customer support via phone, chat, email, voice, etc.
• 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
• Ability to work within a team environment
• Excellent empathy, active listening, and resiliency skills
• 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.
• Written/verbal business fluency in English

ADDITIONAL REQUIREMENTS:

• Must be willing to work all shifts, overtime, holidays, and/or weekends as needed 
• This is not a remote position, is onsite at the Hawthorne facility, and will require relocation if not already local to the Hawthorne, CA area
• Computer skills and experience working with customer support tools
• Strong Attendance is an essential function of the role
  • Must be available to work 1 week of training Monday-Friday 9:00am-5:30pm and then 1 of the assigned shifts:
    • Shift Alpha: Sunday - Thursday 10:00 PM - 8:30 AM PST
    • Shift Delta: Friday - Monday 6:00 AM - 4:30 PM PST
    • Shift Echo: Friday- Monday 1:30 PM - 12:00 AM PST

COMPENSATION AND BENEFITS:                 

Pay Range:      

• Level 1: $22.00/hour
• Level 2: $23.00/hour
• Level 3: $25.00/hour

Your 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 and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year.