Description

You will lead a team of customer support agents, providing coaching and performance management to ensure exceptional service for Starlink customers. Your role involves handling escalated issues, analyzing metrics, and driving process improvements to enhance efficiency and customer satisfaction.

Requirements

• Bachelor's degree or 4+ years professional experience in customer service or similar role
• 2+ years people management experience in customer service with teams of 25+ hourly employees
• Proven ability to lead and develop a team through coaching and performance management
• Strong problem-solving skills and ability to make quick, effective decisions
• Willingness to work extended hours and non-scheduled days

Responsibilities

• Supervise and lead a team of customer support agents, providing coaching, training, and performance evaluations
• Establish clear performance expectations and accountability measures, ensuring consistent feedback
• Handle escalated customer issues and complaints, ensuring resolution and satisfaction
• Analyze customer support metrics and prepare reports on team performance and service levels
• Identify opportunities for process improvements and implement changes to enhance efficiency