SUPERVISOR, STARLINK CUSTOMER SUPPORT - 4TH SHIFT

Starlink is revolutionizing internet connectivity by providing high-speed, low-latency satellite internet to even the most remote and rural locations worldwide. Whether you're streaming, gaming, or working remotely, Starlink ensures a seamless online experience where traditional internet services fall short. Perfect for areas with unreliable or unavailable connectivity, Starlink is your gateway to the digital world.

We are seeking a dynamic and experienced Supervisor to lead within the Customer Support team. The ideal candidate is a strong effective leader with a talent for problem-solving and a passion for delivering exceptional customer service. As a Starlink Customer Support Supervisor, you'll empower and motivate your team, ensuring they are aligned with our organizational values and committed to providing outstanding customer experiences. This role requires a strategic thinker who can drive process improvements and cultivate a culture of excellence. 

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

BASIC QUALIFICATIONS:

• 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

PREFERRED SKILLS AND EXPERIENCE:

• 2+ years in synchronous (phone/chat/instant messaging) customer support operations
• Demonstrated experience using data analysis and structured root cause analysis to identify trends, uncover underlying issues, quantify business impact, and drive measurable operational improvements in customer support or service 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/Kaizan 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
• Strong attention to detail and organizational skills 

ADDITIONAL REQUIREMENTS:

• Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines
• This is NOT a remote position and would require relocation if not local to the Bastrop, TX area
• Must be available for one of the following shifts: 
  
  • 4th Shift: Saturday - Wednesday, 3:30PM-2:00AM