Tech Stack

Description

Lead a team of customer support agents for Starlink satellite internet, driving performance, handling escalations, and improving processes to ensure exceptional customer experiences. You'll coach team members, analyze metrics, and collaborate across departments to enhance service delivery.

Requirements

• Bachelor's degree or 4+ years professional experience in customer service
• 2+ years people management experience with teams of 25+ hourly employees
• Experience with synchronous support channels (phone/chat)
• Strong problem-solving and decision-making skills
• Technical aptitude in networking, hardware troubleshooting, or software

Responsibilities

• Supervise and coach team of support agents, including training and performance evaluations
• Set performance expectations and provide consistent feedback to drive team success
• Handle escalated customer issues and ensure resolution and satisfaction
• Identify process improvements and implement changes to enhance efficiency
• Analyze support metrics and prepare reports on team performance and customer satisfaction