SpaceX is hiring a Supervisor for Starlink Customer Support to lead a team on the 4th shift. At SpaceX, we are developing the technologies to enable human life on Mars, and Starlink is a critical part of connecting the world. In this role, you will lead and develop a team of customer support agents, ensuring high-quality service, customer satisfaction, and fostering a culture of excellence.

What You'll Do

Supervise and lead a team of customer support agents, providing coaching, training, and performance evaluations.
Own development of direct reports to enhance employee skills and career growth.
Establish clear performance expectations and accountability measures for team members.
Monitor customer interactions to ensure quality service and adherence to policies.
Handle escalated customer issues and complaints, providing resolution.
Identify opportunities for process improvements 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 and customer satisfaction.
Use data to root cause, identify trends and develop action plans.
Incorporate the voice of the customer to identify areas for improvement.
Serve as a liaison between the customer support team and other departments.
Keep the team informed of updates, changes, and new policies.
Deliver training programs to enhance the skills and knowledge of the customer support team.
Foster a positive and motivating team environment.

What We're Looking For

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.

Nice to Have

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/Kaizan 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.
Strong attention to detail and organizational skills.

Team & Environment

You will be managing a Customer Support team of 25+ hourly employees.

Work Mode

This position is onsite in Bastrop, TX.

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.