Customer Support • Lead

Who you are

You have a proven track record in customer support leadership, with experience supervising teams and driving performance improvements. Your strong problem-solving skills enable you to navigate challenges effectively, ensuring that your team delivers exceptional service to customers. You are passionate about fostering a positive team culture and empowering your team members to grow in their roles. You understand the importance of aligning team objectives with organizational goals and are committed to cultivating a culture of excellence within your team.

You possess excellent communication skills, allowing you to articulate expectations clearly and provide constructive feedback to your team. Your strategic thinking abilities help you identify areas for process improvement, ensuring that customer support operations run smoothly and efficiently. You are adaptable and thrive in a fast-paced environment, ready to tackle the unique challenges that come with supporting a revolutionary product like Starlink.

Desirable

Experience in the technology or telecommunications industry is a plus, as it provides you with insights into the specific challenges faced by customers in these sectors. Familiarity with customer support tools and software will enhance your ability to lead your team effectively. A background in training and development will also be beneficial, as you will be responsible for coaching and mentoring your team members to achieve their full potential.

What you'll do

As the Supervisor of Starlink Customer Support, you will lead a dedicated team of customer support agents during the night shift. Your primary responsibility will be to ensure that your team provides outstanding customer experiences, addressing inquiries and resolving issues efficiently. You will conduct regular coaching sessions and performance evaluations to help your team members develop their skills and advance their careers.

You will establish clear performance metrics and goals for your team, aligning them with the broader objectives of the organization. By fostering a culture of accountability and excellence, you will motivate your team to exceed customer expectations consistently. You will also collaborate with other departments to identify and implement process improvements that enhance the overall customer support experience.

In this role, you will be responsible for monitoring team performance and providing feedback to ensure that service levels are met. You will handle escalated customer issues and work to resolve them promptly, ensuring customer satisfaction. Your leadership will be crucial in creating a positive work environment where team members feel valued and empowered to contribute their best.

What we offer

At SpaceX, you will be part of a mission-driven organization that is revolutionizing internet connectivity through Starlink. We offer competitive compensation and benefits, along with opportunities for professional growth and development. You will work alongside a talented team of individuals who are passionate about making a difference in the world. Join us in our quest to enable human life on Mars and beyond, while providing exceptional service to our customers here on Earth.