Customer Support Associate (Starlink) - job 1 of 5

CUSTOMER SUPPORT ASSOCIATE (STARLINK) 

At SpaceX we’re leveraging our experience in building rockets and spacecraft to deploy Starlink, the world’s most advanced broadband internet system. Starlink is the world’s largest satellite constellation and is providing fast, reliable internet to 4M+ users worldwide. We design, build, test, and operate all parts of the system – thousands of satellites, consumer receivers that allow users to connect within minutes of unboxing, and the software that brings it all together. We’ve only begun to scratch the surface of Starlink’s potential global impact and are looking for best-in-class engineers to help maximize Starlink’s utility for communities and businesses around the world.

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 Bastrop facility, and will require relocation if not already local to the Bastrop, TX area
• Computer skills and experience working with customer support tools
• Strong Attendance is an essential function of the role
• Must be available for one of the following shift schedules: 
  • 2nd Shift: Monday - Friday (3:30PM - 2:00AM) 
  • 3rd shift: Saturday - Wednesday (5:00AM - 3:30PM)
  • 4th shift: Saturday - Wednesday (3:30PM - 2:00AM)