Supervisor – Starlink Customer Support

Supervisor – Starlink Customer Support

Requirements

• Bachelor’s degree; or 4+ years of professional experience in a customer service or customer success function in lieu of a degree
• 2+ years of people management experience in customer service or customer support operations with teams of 25+ hourly employees; or 1+ years of SpaceX customer support operations experience as a lead

Responsibilities

• Supervise and lead a team of customer support agents, providing excellent coaching, training, and performance evaluations.
• Own development of direct reports to enhance employee skills and career growth, assuring alignment with organizational goals and objectives.
• Establish clear performance expectations and accountability measures for team members, ensuring consistent follow-up and feedback to drive individual and team success.
• Lead by setting an example, taking and giving feedback within all levels of the organization, and motivating others to achieve the highest level of results.
• Monitor customer interactions to ensure quality service and adherence to company policies and procedures.
• Handle escalated customer issues and complaints, providing resolution and maintaining customer satisfaction.
• Identify opportunities for process improvements and implement changes to enhance efficiency and customer experience.
• Collaborate with other departments to streamline processes and improve service delivery.
• Analyze customer support metrics and prepare reports on team performance, customer satisfaction, and service levels.
• Use data to root cause, identify trends and develop action plans to address them.
• Actively listen and incorporate the voice of the customer to identify areas for improvement, ensuring that customer feedback is used to enhance service delivery and drive process improvements.
• Serve as a liaison between the customer support team and other departments, ensuring clear communication and collaboration.
• Keep the team informed of updates, changes, and new policies. You manage the change and communication of the change.
• Deliver training programs to enhance the skills and knowledge of the customer support team.
• Foster a positive and motivating team environment.

Preferred Qualifications

• 2+ years in synchronous (phone/chat/instant messaging) customer support operations.
• Proven ability to lead and develop a team through effective coaching, development, feedback, and performance management.
• Strong problem-solving skills and the ability to make quick, effective decisions.
• Technical aptitude – experience with networking, hardware troubleshooting, software development, etc.
• Experience with reporting tools (Advanced Excel, SQL, dashboarding/reporting/visualization platforms).
• Lean/6-Sigma/Kaizen experience (Green/Black Belt certifications).
• Written/verbal business fluency in Spanish, French, German, Portuguese, Polish, Italian, Japanese, Korean, Czech, Indonesian, Arabic, Turkish, or Malay.
• Ability to quickly learn and apply new technologies.
• Excellent written and verbal communication skills. Talking with others comes naturally and you derive satisfaction from resolving their issues. You distill complex concepts into the simplest explanations.
• Strong attention to detail and organizational skills.