SpaceX is hiring a Supervisor, Starlink Customer Support - Night Shift

Supervisor, Starlink Customer Support - Night Shift Hawthorne, CA SpaceX emerged from a vision of humanity exploring beyond Earth, actively developing technologies to make interplanetary exploration possible, with the ultimate objective of enabling human life on Mars. Starlink is transforming internet connectivity by delivering high-speed, low-latency satellite internet to remote and rural locations worldwide. Whether streaming, gaming, or working remotely, Starlink ensures a seamless online experience where traditional services fall short. We are seeking an exceptional Supervisor to lead our Customer Support team. The ideal candidate is a strategic leader with strong problem-solving skills and a passion for delivering outstanding customer experiences. As a Starlink Customer Support Supervisor, you'll empower and motivate your team, ensuring alignment with organizational values and commitment to exceptional customer service. RESPONSIBILITIES: - Supervise and guide customer support agents, providing coaching, training, and performance evaluations - Develop direct reports to enhance skills and career growth, aligning with organizational objectives - Establish clear performance expectations and accountability measures - Lead by exemplary behavior, providing and receiving feedback across organizational levels - Monitor customer interactions to ensure quality service and policy adherence - Handle escalated customer issues, maintaining satisfaction - Identify and implement process improvements - Collaborate across departments to streamline service delivery - Analyze customer support metrics and prepare performance reports - Use data to identify trends and develop action plans - Incorporate customer feedback to enhance service - Serve as interdepartmental liaison - Communicate updates and changes - Deliver training programs - Foster a motivating team environment BASIC QUALIFICATIONS: - Bachelor's degree or 4+ years professional customer service experience - 2+ years people management in customer support with 25+ hourly employees - 1+ years SpaceX customer support lead experience PREFERRED SKILLS AND EXPERIENCE: - 2+ years synchronous customer support operations - Proven team leadership and development skills - Strong problem-solving abilities - Technical aptitude - Reporting tools experience - Lean/6-Sigma methodology knowledge - Multilingual business fluency - Quick technology adaptation - Excellent communication skills - Detailed organizational capabilities ADDITIONAL REQUIREMENTS: - Flexibility for extended hours - Relocation to Hawthorne, CA required - Night shift: Sunday - Thursday, 10:00PM - 8:30AM COMPENSATION AND BENEFITS: Pay range: $95,000 - $115,000/year Comprehensive benefits package including medical, dental, vision, 401(k), stock options, paid vacation, and holidays ITAR REQUIREMENTS: U.S. citizenship or authorized permanent residency SpaceX is an Equal Opportunity Employer committed to diversity and inclusion.