Tech Stack

Description

You will lead a team of customer support agents, coaching them to deliver exceptional service and driving process improvements. Your work ensures that Starlink customers worldwide have a seamless internet experience, directly supporting SpaceX's mission to connect the globe.

Requirements

• Bachelor's degree or 4+ years of customer service experience
• 2+ years of people management with teams of 25+ hourly employees
• Experience in synchronous (phone/chat) support operations
• Technical aptitude in networking or hardware troubleshooting
• Proficiency in reporting tools (Excel, SQL, dashboards)

Responsibilities

• Supervise a team of customer support agents, providing coaching, training, and performance evaluations
• Handle escalated customer issues and ensure resolution and satisfaction
• Monitor interactions to ensure quality service and policy adherence
• Analyze metrics to identify trends and implement process improvements
• Collaborate with other departments to streamline service delivery