Chat Support Associate (Starlink)
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 customers 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 (digital, voice, etc.)
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
PREFERRED SKILLS AND EXPERIENCE:
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
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 and will require relocation if not already local to the Bastrop, TX area
Approximate shift times: 1st shift: Monday Friday (5:00 AM 3:30 PM) and 2nd shift: Monday Friday (3:30 PM 2:00 AM)
COMPENSATION AND BENEFITS:
Pay Range:
Customer Support Associate/Level 1: $20.00/hour
Customer Support Associate/Level 2: $22.50/hour
Customer Support Associate/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
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 customers 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 (digital, voice, etc.)
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
PREFERRED SKILLS AND EXPERIENCE:
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
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 and will require relocation if not already local to the Bastrop, TX area
Approximate shift times: 1st shift: Monday Friday (5:00 AM 3:30 PM) and 2nd shift: Monday Friday (3:30 PM 2:00 AM)
COMPENSATION AND BENEFITS:
Pay Range:
Customer Support Associate/Level 1: $20.00/hour
Customer Support Associate/Level 2: $22.50/hour
Customer Support Associate/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