Customer Support Associate (Starlink)

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.

CUSTOMER SUPPORT ASSOCIATE (STARLINK) 

Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As an early member of the Starlink Customer Support team, you will be the face of Starlink to our customers, ensuring they have an exceptional overall experience.

RESPONSIBILITIES:

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 our customers' experience. We're looking for excellent problem solvers who move quickly and proactively and are obsessed with the success of our customers. This role is ideal for someone looking to join a scrappy, early-stage Support team and set the tone for how we help our customers.

• Triage and resolve customer issues across multiple channels (digital, voice, etc.). Be a relentless internal advocate for the customer within SpaceX
• Provide technical support to customers using hardware, software, and network expertise
• Surface product, process, and training issues by pairing quantitative and qualitative methods. Be the voice of the customer, in the language of the business
• Collaborate with internal teams to create and improve troubleshooting workflows and resolve root-cause 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

PREFERRED SKILLS AND EXPERIENCE:

• Excellent problem-solving and sleuthing skills. You go beyond just the apparent and available answer and do what it takes to satisfy the customer. You are relentless and own it
• Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving their issues, and you can distill complex concepts into the simplest explanations
• Excellent empathy, active listening, and resiliency skills. You internalize customer concerns, solve them, and keep it positive
• Strong attention to detail and time management skills. You take pride in your craft
• Willingness and ability to flex weekend and night shift hours as needed to support our growth
• Experience in a training, learning and development, analytics, service design, vendor management, or content management role
• Start-up, consulting, or other demonstrated experience in a high-growth, fast-paced environment
• Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.

ADDITIONAL REQUIREMENTS:

• Must be available to work scheduled shifts, including holidays
• Must be available to work overtime hours and/or weekends as needed
• This is not a remote position and will require relocation if not already local to the Redmond, WA area
• After 1 week of classroom training M-F 9am-5:30pm, must be available to work 10 hours a day on one of the following shifts:

Shift Alpha

00:00 PST

10:30 PST

Mon - Thu

4x10

Week Night

Shift Bravo

10:30 PST

21:00 PST

Mon -Thu

4x10

Week Day

Shift Charlie

00:00 PST

10:30 PST

Fri - Mon

4x10

Weekend Night

Shift Delta

06:00 PST

16:30 PST

Fri - Mon

4x10

Weekend Day

Shift Echo

13:30 PST

00:00 PST

Fri - Mon

4x10

Weekend Evening

Shift Falcon

06:00 PST

16:30 PST

Tue - Fri

4x10

Week Day

 

COMPENSATION AND BENEFITS:

Pay range:

Customer Support Associate/Level 1: $22.00/hour        

Customer Support Associate/Level 2: $24.50/hour        

Customer Support Associate/Level 3: $27.00/hour

Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.

Base salary is just one part of your total rewards package at SpaceX. You may also be eligible for long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and th