Customer Support Associate, Bilingual Spanish (Starlink)

CUSTOMER SUPPORT ASSOCIATE, BILINGUAL SPANISH (STARLINK)

Starlink, a 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 customers, ensuring they have an exceptional experience.

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 the customer's experience. SpaceX is looking for excellent problem solvers who move quickly and proactively and are obsessed with the success of the customer. This role is ideal for individuals looking to join an early-stage-support team and set the tone for Starlink customer service.

RESPONSIBILITIES:

• Triage and resolve customer issues across multiple channels (digital, voice, etc.)
• Provide technical support to customers using hardware, software, and network expertise
• Be a relentless internal advocate for the customer within SpaceX. Understand customer concerns, address them, and ensure their satisfaction
• Surface product, process, and training issues by pairing quantitative and qualitative methods
• Collaborate with internal teams to create and improve troubleshooting workflows and identify root causes of 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
• Fluent in English and Spanish

PREFERRED SKILLS AND EXPERIENCE:

• Written/verbal business fluency in Spanish and English
• Excellent empathy, active listening, and resiliency skills
• Excellent problem-solving and sleuthing skills
• Ability to exceed the obvious and available solution, to do whatever it takes to satisfy the customer by being relentless and taking ownership
• Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving customer issues, and can distill complex concepts into simple explanations
• Strong attention to detail and excellent time management
• Experience in a training, learning and development, analytics, service design, vendor management, or content management role
• Demonstrated experience in a high-growth, fast-paced environment
• Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.

ADDITIONAL REQUIREMENTS:

• Must be willing to work all shifts, overtime, holidays, and/or weekends as needed
• This is not a remote position and will require relocation if not already local to the Bastrop, TX area
• Must be available for one of the following shift schedules:
  
  
  
  • 2nd Shift: Monday - Friday (3:30PM - 2:00AM)
  • 3rd shift: Saturday - Wednesday (5:00AM - 3:30PM)
  • 4th shift: Saturday - Wednesday (3:30PM - 2:00AM)