Customer Support Associate Bilingual (Starlink)

Provide bilingual customer support for Starlink, troubleshooting issues and advocating for customers.

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.

CUSTOMER SUPPORT ASSOCIATE, BILINGUAL (STARLINK)

Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide.

In this role, you will triage, troubleshoot, and resolve customer issues.

RESPONSIBILITIES:

Triage and resolve customer issues across multiple channels (digital, voice, etc.).
Provide technical support to customers using hardware, software, and network expertise
Surface product, process, and training issues by pairing quantitative and qualitative methods.
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
Fluent in English and one of the following languages: Arabic, Azerbaijani, Croatian, Czech, Dutch, French, Georgian, German, Greek, Hebrew, Indonesian, Italian, Japanese, Korean, Malay, Norwegian, Polish, Portuguese, Romanian, Slovak, Spanish, Swedish, Swahili, Tagalog, Turkish and/or Ukrainian

PREFERRED SKILLS AND EXPERIENCE:

Excellent problem-solving and sleuthing skills.
Excellent written and verbal communication skills.
Excellent empathy, active listening, and resiliency skills.
Strong attention to detail and time management skills.
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 Hawthorne, CA 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: Sunday - Monday 10:00 PM - 8:30 AM PST
- Shift Delta: Friday - Monday 6:00 AM - 4:30 PM PST
- Shift Echo: Friday- Monday 1:30 PM - 12:00 AM PST

COMPENSATION AND BENEFITS:

Pay range:

Level 1: $24.00/hour
Level 2: $25.00/hour
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 will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year.

ITAR REQUIREMENTS:

To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State.