SpaceX
Internet
Supervisor,StarlinkCustomerSupport4thShift
“Supervisor, Starlink Customer Support - 4th Shift at SpaceX. Skills: Customer support leadership, Team management, Process improvement, Customer satisfaction, Data analysis. Supervise and lead a team of customer support agents. Provide coaching, training, and performance evaluations”
What You'll Achieve.
Ensuring team alignment with organizational values; Commitment to providing outstanding customer experiences; Driving process improvements; Cultivating a culture of excellence; Enhance employee skills and career growth; Assuring alignment with organizational goals and objectives; Ensuring consistent follow-up and feedback to drive individual and team success; Achieve the highest level of results; Ensure quality service and adherence to company policies and procedures; Maintaining customer satisfaction; Enhance efficiency and customer experience; Improve service delivery; Improve team performance; Improve customer satisfaction; Improve service levels; Address trends and identify root causes; Enhance service delivery; Drive process improvements; Ensure clear communication and collaboration
Industry & Context.
Talent for problem-solving; Ability to make quick, effective decisions; Use data to root cause, identify trends and develop action plans to address them
Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines, Must be available for one of the following shifts: 4th Shift: Saturday - Wednesday, 3:30PM-2:00AM, ITAR requirements apply
What They're Looking For.
Must Have
Bachelor’s 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 or 1+ years of SpaceX customer support operations experience as a lead
Nice to Have
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 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 (Greenlack 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, attention to detail and organizational skills
What You'll Do.
Supervise and lead a team of customer support agents
and performance evaluations
Own development of direct reports
Establish clear performance expectations and accountability measures
Monitor customer interactions
Handle escalated customer issues and complaints
Identify opportunities for process improvements
Collaborate with other departments
Analyze customer support metrics and prepare reports
Use data to root cause
identify trends and develop action plans
Incorporate the voice of the customer
Serve as a liaison between the customer support team and other departments
Keep the team informed of updates
Deliver training programs
Foster a positive and motivating team environment
How You'll Work.
Team & Collaboration
Collaborate with other departments to streamline processes and improve service delivery; Serve as a liaison between the customer support team and other departments, ensuring clear communication and collaboration
Communication Scope
Excellent written and verbal communication skills; Business fluency in Spanish, French, German, Portuguese, Polish, Italian, Japanese, Korean, Czech, Indonesian, Arabic, Turkish, or Malay
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