CUSTOMER SUPPORT ASSOCIATE, BILINGUAL - KOREAN (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
• Fluent in English and Korean

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 Monday to Friday 9AM-5:30PM, must be available to work 10 hours a day on one of the following shifts: 
  
  • Shift Alpha: Monday - Thursday 12:00 AM - 10:30 AM PST
  • Shift Bravo: Monday - Thursday 10:30 AM - 9:00 PM PST
  • Shift Charlie: Friday - Monday 12:00 AM - 10:30 AM PST
  • Shift Delta: Friday - Monday 6:00 AM - 4:30 PM PST
  • Shift Echo: Friday- Monday 1:30 PM - 12:00 AM PST
  • Shift Falcon: Tuesday - Friday 6:00 AM - 4:30 PM PST

COMPENSATION AND BENEFITS:

Pay range:

Level 1: $24.00/hour
Level 2: $26.50/hour
Level 3: $29.00/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 the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. 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. Employees in Washington State accrue paid sick time in compliance with state and federal law. Company shuttles are offered to employees for roundtrip travel from select Seattle locations to the SpaceX Redmond office Monday to Friday.

BUSINESS ANALYST, CUSTOMER OPERATIONS (STARLINK)

Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As an early member of the Starlink Customer Operations department, you will be responsible for analyzing data about Starlink customers and translating it into reporting, recommendations, and tooling to improve both our customers' experience and internal Starlink program operations.

RESPONSIBILITIES:

• Conduct analyses (SQL queries, other methods) that identify issues and opportunities impacting our customers, including actionable recommendations that quantifiably change outcomes
• Integrate with all levels of the business to understand current workflows and identify systematic gaps; help rapidly answer tactical business questions through analytical frameworks
• Define and develop department-level metrics and associated dashboards that quantify the health of our operation and influence change
• Develop automation that mitigates business risk or creates efficiencies within Starlink Customer Operations and across functions
• Own data integrity, tool maintenance, and reporting quality for the Starlink Customer Operations team
• Train internal users and leaders on dashboard and tool usage, assist in troubleshooting
• Improve data capture for future Customer Operations use cases, tracking and identifying front-end requirements collaborating with software development teams on table development
• Support new market launches, continuous improvement, and larger cross-functional strategic initiatives

BASIC QUALIFICATIONS:

• Bachelor's degree 
• 2+ years of experience in reporting and analytics within customer operations, manufacturing, quality, human resources, purchasing, operations, cost accounting, supply chain management, or consulting
• 1+ years of experience with SQL and creating/managing dashboards using data visualization tools (e.g. Tableau, Power BI, Looker)

PREFERRED SKILLS AND EXPERIENCE:

• Bachelor's degree in business, supply chain, management information systems, computer science, engineering, or economics
• 1+ years of experience with scripting languages (i.e. Python, R)
• SQL proficiency (i.e. advanced joins, views/table distinctions, and basic query optimizations)
• Advanced understanding of database structures, query optimizations, ETL development
• Start-up, consulting, or other demonstrated experience in a high-growth, fast-paced, rapidly changing environment
• Strong project management and self-directed prioritization skills
• Exceptional ability to communicate technical concepts to non-technical audiences at all organizational levels
• Ability to develop and maintain strong relationships across disciplines and with multiple levels of management
• Experience working with customer operations teams and tools (e.g. ticketing, account management, communications tools)

ADDITIONAL REQUIREMENTS:

• Position may involve long hours and weekend work as needed
• This position may require travel between our sites to support Starlink Customer Operations

COMPENSATION AND BENEFITS:  

Pay range:
Business Analyst/Level I: $85,000.00 - $100,000.00/per year
Business Analyst/Level II: $95,000.00 - $120,000.00/per year

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 the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. 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. Employees in Washington State accrue paid sick time in compliance with state and federal law. Company shuttles are offered to employees for roundtrip travel from select Seattle locations to the SpaceX Redmond office Monday to Friday.

BUSINESS ANALYST, CUSTOMER OPERATIONS (STARLINK)

Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As an early member of the Starlink Customer Operations department, you will be responsible for analyzing data about Starlink customers and translating it into reporting, recommendations, and tooling to improve both our customers' experience and internal Starlink program operations.

RESPONSIBILITIES:

• Conduct analyses (SQL queries, other methods) that identify issues and opportunities impacting our customers, including actionable recommendations that quantifiably change outcomes
• Integrate with all levels of the business to understand current workflows and identify systematic gaps; help rapidly answer tactical business questions through analytical frameworks
• Define and develop department-level metrics and associated dashboards that quantify the health of our operation and influence change
• Develop automation that mitigates business risk or creates efficiencies within Starlink Customer Operations and across functions
• Own data integrity, tool maintenance, and reporting quality for the Starlink Customer Operations team
• Train internal users and leaders on dashboard and tool usage, assist in troubleshooting
• Improve data capture for future Customer Operations use cases, tracking and identifying front-end requirements collaborating with software development teams on table development
• Support new market launches, continuous improvement, and larger cross-functional strategic initiatives

BASIC QUALIFICATIONS:

• Bachelor's degree 
• 2+ years of experience in reporting and analytics within customer operations, manufacturing, quality, human resources, purchasing, operations, cost accounting, supply chain management, or consulting
• 1+ years of experience with SQL and creating/managing dashboards using data visualization tools (e.g. Tableau, Power BI, Looker)

PREFERRED SKILLS AND EXPERIENCE:

• Bachelor's degree in business, supply chain, management information systems, computer science, engineering, or economics
• 1+ years of experience with scripting languages (i.e. Python, R)
• SQL proficiency (i.e. advanced joins, views/table distinctions, and basic query optimizations)
• Advanced understanding of database structures, query optimizations, ETL development
• Start-up, consulting, or other demonstrated experience in a high-growth, fast-paced, rapidly changing environment
• Strong project management and self-directed prioritization skills
• Exceptional ability to communicate technical concepts to non-technical audiences at all organizational levels
• Ability to develop and maintain strong relationships across disciplines and with multiple levels of management
• Experience working with customer operations teams and tools (e.g. ticketing, account management, communications tools)

ADDITIONAL REQUIREMENTS:

• Position may involve long hours and weekend work as needed
• This position may require travel between our sites to support Starlink Customer Operations

CUSTOMER SUPPORT ASSOCIATE, BILINGUAL - GREEK (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
• Fluent in English and Greek

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 Bastrop, TX area
• After 1 week of classroom training Monday to Friday 9AM-5:30PM, must be available to work 10 hours a day on one of the following shifts: 
• 1st Shift: Monday - Friday 5:00AM - 3:30 PM

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

SUPERVISOR, STARLINK CUSTOMER SUPPORT - WEEKEND 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 Hawthorne, CA area
• Must be available for the following shift: 
  
  • Shift Delta: Fri - Mon 6:00AM - 4:30PM 
  • Shift Echo: Fri - Mon 1:30PM - 12:00AM

COMPENSATION AND BENEFITS:

Pay range:    
Supervisor, Starlink Customer Support: $95,000.00 - $115,000.00/per year       

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 the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. 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. Employees accrue paid sick leave pursuant to Company policy which satisfies or exceeds the accrual, carryover, and use requirements of the law.

CUSTOMER SUPPORT ASSOCIATE, BILINGUAL - UKRAINIAN (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
• Fluent in English and Ukrainian 

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 Hawthorne, CA area
• After 1 week of classroom training Monday to Friday 9AM-5:30PM, must be available to work 10 hours a day on one of the following shifts: 
• Shift Alpha: Sunday - Thursday 10:00 PM - 8:30 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 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 the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. 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.

CUSTOMER SUPPORT ASSOCIATE, BILINGUAL - UKRAINIAN (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
• Fluent in English and Ukrainian

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 Bastrop, TX area
• After 1 week of classroom training Monday to Friday 9AM-5:30PM, must be available to work 10 hours a day on one of the following shifts: 
• 1st Shift: Monday - Friday 5:00AM - 3:30 PM

TECHNICAL OPERATIONS ENGINEER, CUSTOMER SUCCESS (STARLINK)

One of the most ambitious missions that SpaceX has undertaken to date, the Starlink satellite constellation, is committed to providing reliable, high-speed internet access to the entire world. SpaceX is looking for an ambitious, driven operator who can help define our customer experience and product strategy and drive that vision to reality. This person will have an opportunity to leverage strong business acumen, technical competence, and excellent execution and delivery skills to define the next generation of broadband access across the globe.

RESPONSIBILITIES:

• Understand and drive core user metrics: Net Promoter Score, Customer Contact Ratio, Cancellation Ratio, Customer Satisfaction Score, and others.
• Work cross-functionally to triage, prioritize, and eliminate root causes of poor user experience across organizations (Network, physical product, UI/UX, support/customer success, billing, shipping, marketing, legal, communications, and more), and feedback loops to prevent the problems.
• Fix, delete, automate, or create new processes for fixing structural and emerging issues.
• Serve as product manager/project owner for feature launches and software automation projects.

BASIC QUALIFICATIONS:

• Bachelor’s degree in an engineering discipline.
• 2+ years of professional experience in venture capital, management consulting, or operations/product management at a technology company.

PREFERRED SKILLS & EXPERIENCE:

• Willingness to dive deep into technical topics and data analytics.
• Demonstrated ability to jump into ill-defined problem spaces and drive positive outcomes.
• Demonstrated capability to parse technical subjects on a deep level.
• Experience in data analysis using Python and SQL, R, or similar languages.
• Self-starter attitude, energy, and the ability to communicate effectively across business and technical disciplines.
• Excellent verbal and written communication skills.
• Ability to apply first principles to business problems.
• Knowledge of software development life-cycle and release process.

ADDITIONAL REQUIREMENTS:

• Must be available to work extended hours and weekends as needed.
• Willingness to travel to customer sites, other SpaceX locations, and events as needed.

ADDITIONAL REQUIREMENTS:

• Must be willing to work extended hours and weekends as needed.

COMPENSATION AND BENEFITS:    

Pay range:    

Technical Operations Engineer/I: $100,000.00 - $115,000.00/per year
Technical Operations Engineer/II: $110,000.00 - $135,000.00/per year

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 the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. 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. Employees in Washington State accrue paid sick time in compliance with state and federal law. Company shuttles are offered to employees for roundtrip travel from select Seattle locations to the SpaceX Redmond office Monday to Friday.

TECHNICAL OPERATIONS ENGINEER, CUSTOMER SUCCESS (STARLINK)

One of the most ambitious missions that SpaceX has undertaken to date, the Starlink satellite constellation, is committed to providing reliable, high-speed internet access to the entire world. SpaceX is looking for an ambitious, driven operator who can help define our customer experience and product strategy and drive that vision to reality. This person will have an opportunity to leverage strong business acumen, technical competence, and excellent execution and delivery skills to define the next generation of broadband access across the globe.

RESPONSIBILITIES:

• Understand and drive core user metrics: Net Promoter Score, Customer Contact Ratio, Cancellation Ratio, Customer Satisfaction Score, and others.
• Work cross-functionally to triage, prioritize, and eliminate root causes of poor user experience across organizations (Network, physical product, UI/UX, support/customer success, billing, shipping, marketing, legal, communications, and more), and feedback loops to prevent the problems.
• Fix, delete, automate, or create new processes for fixing structural and emerging issues.
• Serve as product manager/project owner for feature launches and software automation projects.

BASIC QUALIFICATIONS:

• Bachelor’s degree in an engineering discipline.
• 2+ years of professional experience in venture capital, management consulting, or operations/product management at a technology company.

PREFERRED SKILLS & EXPERIENCE:

• Willingness to dive deep into technical topics and data analytics.
• Demonstrated ability to jump into ill-defined problem spaces and drive positive outcomes.
• Demonstrated capability to parse technical subjects on a deep level.
• Experience in data analysis using Python and SQL, R, or similar languages.
• Self-starter attitude, energy, and the ability to communicate effectively across business and technical disciplines.
• Excellent verbal and written communication skills.
• Ability to apply first principles to business problems.
• Knowledge of software development life-cycle and release process.

ADDITIONAL REQUIREMENTS:

• Must be available to work extended hours and weekends as needed.
• Willingness to travel to customer sites, other SpaceX locations, and events as needed.

ADDITIONAL REQUIREMENTS:

• Must be willing to work extended hours and weekends as needed.

CUSTOMER SUPPORT ASSOCIATE, BILINGUAL - KOREAN (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
• Fluent in English and Korean

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 Hawthorne, CA area
• After 1 week of classroom training Monday to Friday 9AM-5:30PM, must be available to work 10 hours a day on one of the following shifts:
  • Shift Alpha: Sunday - Thursday 10:00 PM - 8:30 AM PST
  • Shift Bravo: Monday - Thursday 10:30 AM - 9:00 PM PST
  • Shift Charlie: Thursday - 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
  • Shift Falcon: Tuesday - Friday 6:00 AM - 4:30 PM 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 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 the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. 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.

CUSTOMER SUPPORT ASSOCIATE, BILINGUAL - KOREAN (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
• Fluent in English and Korean

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 Bastrop, TX area
• After 1 week of classroom training Monday to Friday 9AM-5:30PM, must be available to work 10 hours a day on one of the following shifts: 
• 1st Shift: Monday - Friday 5:00AM - 3:30PM
• 2nd Shift: Monday - Friday 3:30PM - 2:00AM
• 3rd Shift: Saturday - Wednesday 5:00AM - 3:30PM
• 4th Shift: Saturday - Wednesday 3:30PM - 2:00AM

SR. AUTOMATION ENGINEER (STARLINK CUSTOMER SUCCESS)

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.

At SpaceX, we are leveraging our experience in building rockets and spacecraft to deploy Starlink, the world’s most advanced broadband internet system. Starlink is the world’s largest satellite constellation and is providing fast, reliable internet to 7M+ users worldwide. We design, build, test, and operate all parts of the system – thousands of satellites, consumer receivers that allow users to connect within minutes of unboxing, and the software that brings it all together. We’ve only begun to scratch the surface of Starlink’s potential global impact and are looking for best-in-class engineers and analysts to rapidly accelerate our growth around the globe.

As an Sr. Operations Engineer, Automation on the Customer Success team, you will be responsible for developing, maintaining, and continuously improving both business-critical and experimental automation to unlock customer experience and support bottlenecks within the Starlink network. You will work closely with technical and engineering teams to make sure requirements are satisfied and the automation is robust. You will create reports, alerts, and monitoring systems to ensure that your automation is working correctly and communicate results to leadership.

RESPONSIBILITIES:

• Build and maintain high-quality automation to assist with growing Starlink's customer base, launching new markets, and improving customer experience
• Build alerts and monitoring for current automation systems
• Manage all requests and stakeholders in a scalable way
• Own status of automation (reporting on health, metrics like how many credits are being issued, etc.)
• Work with engineering and business teams to develop strategies for migrating automation to website-integrated solutions when appropriate
• Design measurable and well-scoped experiments
• Write and maintain high-quality documentation
• Collaborate with cross-functional Customer Success Category leads, workforce planners, and operators to develop automated solutions to solve customer experience and support challenges
• Engage the SpaceX leadership team with quantitative and qualitative updates on automation performance and opportunities

BASIC QUALIFICATIONS:

• Bachelor’s degree in an engineering, mathematics, or STEM discipline
• 4+ years of experience in engineering, software, data analytics, venture capital, management consulting, or operations/product management at a technology company
• 4+ years of experience with Python

PREFERRED SKILLS AND EXPERIENCE:

• Master Degree in Business or STEM field
• Expertise in SQL and Python
• Understanding of database structures, query optimizations, ETL development
• Experience with automation (demonstrated skills with VBA, Python, C#, etc.)
• Demonstrated experience in a start-up, consulting, tech, or other high-growth, fast-paced, rapidly changing environment
• Strong project management and self-directed prioritization skills
• Ability to communicate technical concepts to non-technical audiences at all organizational levels
• Ability to develop and maintain strong relationships across disciplines and with multiple levels of management

ADDITIONAL REQUIREMENTS:

• Must be available to work extended hours and weekends as needed
• Willingness to travel to corporate customer sites, other SpaceX locations, and industry events as needed

COMPENSATION AND BENEFITS:

Pay Range:

Sr. Operations (Automations) Engineer: $130,000.00 - $180,000.00/per year

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 the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. 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. Employees accrue paid sick leave pursuant to Company policy which satisfies or exceeds the accrual, carryover, and use requirements of the law.

CUSTOMER SUPPORT ASSOCIATE, BILINGUAL - GREEK (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
• Fluent in English and Greek

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 Monday to Friday 9AM-5:30PM, must be available to work 10 hours a day on one of the following shifts: 
• Shift Alpha: Monday - Thursday 12:00 AM - 10:30 AM PST

COMPENSATION AND BENEFITS:
Pay range:

• Level 1: $24.00/hour
• Level 2: $26.50/hour
• Level 3: $29.00/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 the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. 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. Employees in Washington State accrue paid sick time in compliance with state and federal law. Company shuttles are offered to employees for roundtrip travel from select Seattle locations to the SpaceX Redmond office Monday to Friday.

AUTOMATION ENGINEER (STARLINK CUSTOMER SUCCESS)

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.

At SpaceX, we are leveraging our experience in building rockets and spacecraft to deploy Starlink, the world’s most advanced broadband internet system. Starlink is the world’s largest satellite constellation and is providing fast, reliable internet to 7M+ users worldwide. We design, build, test, and operate all parts of the system – thousands of satellites, consumer receivers that allow users to connect within minutes of unboxing, and the software that brings it all together. We’ve only begun to scratch the surface of Starlink’s potential global impact and are looking for best-in-class engineers and analysts to rapidly accelerate our growth around the globe.

As an Operations Engineer, Automation on the Customer Success team, you will be responsible for developing, maintaining, and continuously improving both business-critical and experimental automation to unlock customer experience and support bottlenecks within the Starlink network. You will work closely with technical and engineering teams to make sure requirements are satisfied and the automation is robust. You will create reports, alerts, and monitoring systems to ensure that your automation is working correctly and communicate results to leadership.

RESPONSIBILITIES:

• Build and maintain high-quality automation to assist with growing Starlink's customer base, launching new markets, and improving customer experience
• Build alerts and monitoring for current automation systems
• Manage all requests and stakeholders in a scalable way
• Own status of automation (reporting on health, metrics like how many credits are being issued, etc.)
• Work with engineering and business teams to develop strategies for migrating automation to website-integrated solutions when appropriate
• Design measurable and well-scoped experiments
• Write and maintain high-quality documentation
• Collaborate with cross-functional Customer Success Category leads, workforce planners, and operators to develop automated solutions to solve customer experience and support challenges
• Engage the SpaceX leadership team with quantitative and qualitative updates on automation performance and opportunities

BASIC QUALIFICATIONS:

• Bachelor’s degree in an engineering, mathematics, or STEM discipline
• 1+ years of experience in engineering, software, data analytics, venture capital, management consulting, or operations/product management at a technology company
• 3+ years of experience with Python

PREFERRED SKILLS AND EXPERIENCE:

• Master Degree in Business or STEM field
• Expertise in SQL and Python
• Understanding of database structures, query optimizations, ETL development
• Experience with automation (demonstrated skills with VBA, Python, C#, etc.)
• Demonstrated experience in a start-up, consulting, tech, or other high-growth, fast-paced, rapidly changing environment
• Strong project management and self-directed prioritization skills
• Ability to communicate technical concepts to non-technical audiences at all organizational levels
• Ability to develop and maintain strong relationships across disciplines and with multiple levels of management

ADDITIONAL REQUIREMENTS:

• Must be available to work extended hours and weekends as needed
• Willingness to travel to corporate customer sites, other SpaceX locations, and industry events as needed

COMPENSATION AND BENEFITS:

Pay Range:

Operations (Automations) Engineer/Level I: $100,000.00 - $115,000.00/per year
Operations (Automations) Engineer/Level II: $110,000.00 - $135,000.00/per year

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 the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. 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. Employees in Washington State accrue paid sick time in compliance with state and federal law. Company shuttles are offered to employees for roundtrip travel from select Seattle locations to the SpaceX Redmond office Monday to Friday.

SR. BUSINESS ANALYST, WORKFORCE PLANNING (STARLINK)  

In our quest to provide high-speed broadband internet to the world, Starlink is seeking a dynamic Sr. Analyst of Workforce Management to join our Starlink Customer Support team. In this role, you will manage key components of forecasting, staffing models, and scheduling for our customer support teams (internal and external third parties). Additionally, you’ll play a critical role in using data to drive decision-making, designing dashboards, and applying statistical analysis to provide actionable insights into support demand, our team’s performance, customer demand, and operational efficiency. 

RESPONSIBILITIES:  

• Develop staffing models that translate highly variable demand inputs into flexible and efficient staffing plans
• Partner with the Customer Success engineering team to develop workforce planning tools and applications for our in-house customer support software
• Develop forecast, staffing models, and queuing strategies that help us meet our ambitious customer support service levels goal
• Partner with cross-functional engineering and growth teams to forecast short and long term customer demand for support
• Oversee the creation and management of dashboards that track key performance indicators (KPIs), including productivity, response times, queue levels, and staffing levels
• Provide actionable insights and recommendations for operational efficiency improvements based on data trends and deep knowledge of frontline support operations
• Collaborate with internal recruiting and BPOs to align staffing and performance strategy for a global support operation
• Foster a culture of data-driven excellence within the customer support organization

BASIC QUALIFICATIONS: 

• Bachelor's degree in business, supply chain management, information systems, computer science, engineering, or economics; OR 5+ years of professional experience in workforce management or capacity planning
• 3+ years of experience in workforce planning within a technical customer support and/or customer success organization
• Deep experience with SQL and creating/managing dashboards using data visualization tools (e.g. Tableau, Power BI, Looker)
• Expert proficiency in Microsoft Excel: Advanced mastery of formulas, pivot tables, VBA/macros for automation, data visualization, and statistical modeling (e.g., Erlang C forecasting, shrinkage analysis) to drive accurate workforce planning and reporting
• Exceptional data analysis skills
  

PREFERRED SKILLS AND EXPERIENCE: 

• Strong project management and self-directed prioritization skills
• Experience forecasting and capacity planning for a globally distributed team (with both FTE and BPO headcount)
• Ability to develop and maintain strong relationships across disciplines and with multiple levels of management
• Exceptional ability to communicate technical concepts to non-technical audiences at all organizational levels
• Experience managing a third-party (BPO) vendor that provides customer support services
• Strong programming/software fundamentals, including SQL and Python
• Experience routinely presenting to and steering executive-level audiences and strategic direction

ADDITIONAL REQUIREMENTS:  

• Must be able to work extended hours and/or weekends as needed
• Some travel may be required
• This role will be based onsite in Redmond, WA - remote work not considered

COMPENSATION AND BENEFITS:    

Pay range:   
Sr. Business Analyst, Workforce Planning: $110,000.00 - $145,000.00/per year

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 the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. 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. Employees in Washington State accrue paid sick time in compliance with state and federal law. Company shuttles are offered to employees for roundtrip travel from select Seattle locations to the SpaceX Redmond office Monday to Friday.

SR. TECHNICAL OPERATIONS ENGINEER, CUSTOMER SUCCESS (STARLINK)

One of the most ambitious missions that SpaceX has undertaken to date, the Starlink satellite constellation, is committed to providing reliable, high-speed internet access to the entire world. SpaceX is looking for an ambitious, driven operator who can help define our customer experience and product strategy and drive that vision to reality. This person will have an opportunity to leverage strong business acumen, technical competence, and excellent execution and delivery skills to define the next generation of broadband access across the globe.

RESPONSIBILITIES:

• Understand and drive core user metrics: Net Promoter Score, Customer Contact Ratio, Cancellation Ratio, Customer Satisfaction Score, and others.
• Work cross-functionally to triage, prioritize, and eliminate root causes of poor user experience across organizations (Network, physical product, UI/UX, support/customer success, billing, shipping, marketing, legal, communications, and more), and feedback loops to prevent the problems.
• Fix, delete, automate, or create new processes for fixing structural and emerging issues.
• Serve as product manager/project owner for feature launches and software automation projects.

BASIC QUALIFICATIONS:

• Bachelor’s degree in an engineering discipline.
• 4+ years of professional experience in venture capital, management consulting, or operations/product management at a technology company.

PREFERRED SKILLS & EXPERIENCE:

• Willingness to dive deep into technical topics and data analytics.
• Demonstrated ability to jump into ill-defined problem spaces and drive positive outcomes.
• Demonstrated capability to parse technical subjects on a deep level.
• Experience in data analysis using Python and SQL, R, or similar languages.
• Self-starter attitude, energy, and the ability to communicate effectively across business and technical disciplines.
• Excellent verbal and written communication skills.
• Ability to apply first principles to business problems.
• Knowledge of software development life-cycle and release process.

ADDITIONAL REQUIREMENTS:

• Must be available to work extended hours and weekends as needed.
• Willingness to travel to customer sites, other SpaceX locations, and events as needed.

ADDITIONAL REQUIREMENTS:

• Must be willing to work extended hours and weekends as needed. 

SUPERVISOR, STARLINK CUSTOMER SUPPORT - NIGHT 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 Hawthorne, CA area
• Must be available for the following shift: 
  
  • Shift Alpha: Sun - Thurs 10:00PM - 8:30AM

COMPENSATION AND BENEFITS:
    
Pay range:    
Supervisor, Starlink Customer Support: $95,000.00 - $115,000.00/per year       

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 the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. 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. Employees accrue paid sick leave pursuant to Company policy which satisfies or exceeds the accrual, carryover, and use requirements of the law.

SUPERVISOR, STARLINK CUSTOMER SUPPORT - MULTIPLE SHIFTS

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 Hawthorne, CA area
• Must be available for one of the following shifts: 
  
  • Shift Alpha: Sun - Thurs 10:00PM - 8:30AM
  • Shift Delta: Fri - Mon 6:00AM - 4:30PM 
  • Shift Echo: Fri - Mon 1:30PM - 12:00AM

COMPENSATION AND BENEFITS:
    
Pay range:    
Supervisor, Starlink Customer Support: $95,000.00 - $115,000.00/per year       

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 the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. 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. Employees accrue paid sick leave pursuant to Company policy which satisfies or exceeds the accrual, carryover, and use requirements of the law.

SR. MANAGER, CUSTOMER SUCCESS (STARLINK)

As a Customer Experience Senior Manager, you will be responsible for the post-purchase experience of Starlink customers. You will lead a team of highly skilled process engineers aligned to key vectors of the customer journey including billing and invoicing, shipping, account management, troubleshooting, and returns. This ensures the team’s North Star goal of reducing defects in the customer experience. To this end, you will be responsible for optimizing operations, conducting strategic planning, aligning resources to priorities, and advocating for the customer experience across the company. The ideal candidate is technically inclined, has a strong mind for process engineering, thrives at creating order out of chaos, and can manage a diverse set of stakeholders.

RESPONSIBILITIES:

• Manage a team of operations engineers to identify and eliminate defects in the customer experience. Manage their development and career progression. 
• Analyze complex problems involving multiple stakeholders, driving toward optimal solutions that benefit customers, reduce costs, and eliminate the need to contact customer support. 
• Leverage operational data and customer anecdotes to identify trends and opportunities in the customer experience to steer engineering roadmaps and executive decisions. 
• Collaborate with cross-functional Starlink teams (Software Engineering, Network Reliability, Growth, Production, Market Access, Communications, Shipping, and more) to develop and execute short to midrange plans for enhancing the customer experience. 
• Fix, delete, automate, or create new processes for addressing structural and emerging issues. 
• Develop, track, and analyze key performance indicators to measure the health of each portion of the customer journey. 
• Work alongside Automation and Software Engineers to develop technical and process-based solutions for improving the customer experience. 

BASIC QUALIFICATIONS:

• Bachelor’s degree in mathematics, data science, physics, or an engineering discipline.
• 8+ years of experience in one or more of the following: Product Management, Technical Program Management, Software/Automation Engineering, Process Engineering. 
• 3+ years of experience in a leadership role with direct reports. 

PREFERRED SKILLS AND EXPERIENCE:

• Master’s degree in business, engineering, or science discipline.
• Experience working in a Customer Service and/or Success organization in a B2B and B2C environment.
• Demonstrated ability to dive deep into technical topics and data analytics.
• Insatiable appetite for new knowledge, with the ability to quickly develop expertise and solve difficult problems in unfamiliar domains.
• Demonstrated capability to parse technical subjects on a deep level.
• Experience in data analysis using Python and SQL, R.
• Ability to work in fast-paced, high stress environments.
• Excellent written and executive communication skills.
• Proficiency with statistics, data analysis, cost/benefit analysis, and visualization.
• Project management certification or Agile/Lean Expertise.

ADDITIONAL REQUIREMENTS:

• Must be available to work extended hours and weekends as needed.
• Willingness to travel to customer sites, other SpaceX locations, and events as needed.          

SR. BUSINESS ANALYST, WORKFORCE PLANNING (STARLINK)  

In our quest to provide high-speed broadband internet to the world, Starlink is seeking a dynamic Sr. Analyst of Workforce Management to join our Starlink Customer Support team. In this role, you will manage key components of forecasting, staffing models, and scheduling for our customer support teams (internal and external third parties). Additionally, you’ll play a critical role in using data to drive decision-making, designing dashboards, and applying statistical analysis to provide actionable insights into support demand, our team’s performance, customer demand, and operational efficiency. 

RESPONSIBILITIES:  

• Develop staffing models that translate highly variable demand inputs into flexible and efficient staffing plans
• Partner with the Customer Success engineering team to develop workforce planning tools and applications for our in-house customer support software
• Develop forecast, staffing models, and queuing strategies that help us meet our ambitious customer support service levels goal
• Partner with cross-functional engineering and growth teams to forecast short and long term customer demand for support
• Oversee the creation and management of dashboards that track key performance indicators (KPIs), including productivity, response times, queue levels, and staffing levels
• Provide actionable insights and recommendations for operational efficiency improvements based on data trends and deep knowledge of frontline support operations
• Collaborate with internal recruiting and BPOs to align staffing and performance strategy for a global support operation
• Foster a culture of data-driven excellence within the customer support organization

BASIC QUALIFICATIONS: 

• Bachelor's degree in business, supply chain management, information systems, computer science, engineering, or economics; OR 5+ years of professional experience in workforce management or capacity planning
• 3+ years of experience in workforce planning within a technical customer support and/or customer success organization
• Deep experience with SQL and creating/managing dashboards using data visualization tools (e.g. Tableau, Power BI, Looker)
• Expert proficiency in Microsoft Excel: Advanced mastery of formulas, pivot tables, VBA/macros for automation, data visualization, and statistical modeling (e.g., Erlang C forecasting, shrinkage analysis) to drive accurate workforce planning and reporting
• Exceptional data analysis skills
  

PREFERRED SKILLS AND EXPERIENCE: 

• Strong project management and self-directed prioritization skills
• Experience forecasting and capacity planning for a globally distributed team (with both FTE and BPO headcount)
• Ability to develop and maintain strong relationships across disciplines and with multiple levels of management
• Exceptional ability to communicate technical concepts to non-technical audiences at all organizational levels
• Experience managing a third-party (BPO) vendor that provides customer support services
• Strong programming/software fundamentals, including SQL and Python
• Experience routinely presenting to and steering executive-level audiences and strategic direction

ADDITIONAL REQUIREMENTS:  

• Must be able to work extended hours and/or weekends as needed
• Some travel may be required
• This role will be based onsite in Bastrop, TX - remote work not considered

AUTOMATION ENGINEER (STARLINK CUSTOMER SUCCESS)

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.

At SpaceX, we are leveraging our experience in building rockets and spacecraft to deploy Starlink, the world’s most advanced broadband internet system. Starlink is the world’s largest satellite constellation and is providing fast, reliable internet to 7M+ users worldwide. We design, build, test, and operate all parts of the system – thousands of satellites, consumer receivers that allow users to connect within minutes of unboxing, and the software that brings it all together. We’ve only begun to scratch the surface of Starlink’s potential global impact and are looking for best-in-class engineers and analysts to rapidly accelerate our growth around the globe.

As an Operations Engineer, Automation on the Customer Success team, you will be responsible for developing, maintaining, and continuously improving both business-critical and experimental automation to unlock customer experience and support bottlenecks within the Starlink network. You will work closely with technical and engineering teams to make sure requirements are satisfied and the automation is robust. You will create reports, alerts, and monitoring systems to ensure that your automation is working correctly and communicate results to leadership.

RESPONSIBILITIES:

• Build and maintain high-quality automation to assist with growing Starlink's customer base, launching new markets, and improving customer experience
• Build alerts and monitoring for current automation systems
• Manage all requests and stakeholders in a scalable way
• Own status of automation (reporting on health, metrics like how many credits are being issued, etc.)
• Work with engineering and business teams to develop strategies for migrating automation to website-integrated solutions when appropriate
• Design measurable and well-scoped experiments
• Write and maintain high-quality documentation
• Collaborate with cross-functional Customer Success Category leads, workforce planners, and operators to develop automated solutions to solve customer experience and support challenges
• Engage the SpaceX leadership team with quantitative and qualitative updates on automation performance and opportunities

BASIC QUALIFICATIONS:

• Bachelor’s degree in an engineering, mathematics, or STEM discipline
• 1+ years of experience in engineering, software, data analytics, venture capital, management consulting, or operations/product management at a technology company
• 3+ years of experience with Python

PREFERRED SKILLS AND EXPERIENCE:

• Master Degree in Business or STEM field
• Expertise in SQL and Python
• Understanding of database structures, query optimizations, ETL development
• Experience with automation (demonstrated skills with VBA, Python, C#, etc.)
• Demonstrated experience in a start-up, consulting, tech, or other high-growth, fast-paced, rapidly changing environment
• Strong project management and self-directed prioritization skills
• Ability to communicate technical concepts to non-technical audiences at all organizational levels
• Ability to develop and maintain strong relationships across disciplines and with multiple levels of management

ADDITIONAL REQUIREMENTS:

• Must be available to work extended hours and weekends as needed
• Willingness to travel to corporate customer sites, other SpaceX locations, and industry events as needed

COMPENSATION AND BENEFITS:

Pay Range:

Operations (Automations) Engineer/Level I: $100,000.00 - $115,000.00/per year
Operations (Automations) Engineer/Level II: $110,000.00 - $135,000.00/per year

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 the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. 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. Employees accrue paid sick leave pursuant to Company policy which satisfies or exceeds the accrual, carryover, and use requirements of the law.

SR. TECHNICAL OPERATIONS ENGINEER, CUSTOMER SUCCESS (STARLINK)

One of the most ambitious missions that SpaceX has undertaken to date, the Starlink satellite constellation, is committed to providing reliable, high-speed internet access to the entire world. SpaceX is looking for an ambitious, driven operator who can help define our customer experience and product strategy and drive that vision to reality. This person will have an opportunity to leverage strong business acumen, technical competence, and excellent execution and delivery skills to define the next generation of broadband access across the globe.

RESPONSIBILITIES:

• Understand and drive core user metrics: Net Promoter Score, Customer Contact Ratio, Cancellation Ratio, Customer Satisfaction Score, and others
• Work cross-functionally to triage, prioritize, and eliminate root causes of poor user experience across organizations (Network, physical product, UI/UX, support/customer success, billing, shipping, marketing, legal, communications, and more), and feedback loops to prevent the problems
• Fix, delete, automate, or create new processes for fixing structural and emerging issues
• Serve as product manager/project owner for feature launches and software automation projects

BASIC QUALIFICATIONS:

• Bachelor’s degree in an engineering discipline
• 4+ years of professional experience in venture capital, management consulting, or operations/product management at a technology company

PREFERRED SKILLS & EXPERIENCE:

• Willingness to dive deep into technical topics and data analytics
• Demonstrated ability to jump into ill-defined problem spaces and drive positive outcomes
• Demonstrated capability to parse technical subjects on a deep level
• Experience in data analysis using Python and SQL, R, or similar languages
• Self-starter attitude, energy, and the ability to communicate effectively across business and technical disciplines
• Excellent verbal and written communication skills
• Ability to apply first principles to business problems
• Knowledge of software development life-cycle and release process

ADDITIONAL REQUIREMENTS:

• Must be available to work extended hours and weekends as needed
• Willingness to travel to customer sites, other SpaceX locations, and events as needed

ADDITIONAL REQUIREMENTS:

• Must be willing to work extended hours and weekends as needed

COMPENSATION AND BENEFITS:    

Pay range:    
Sr. Technical Operations Engineer: $130,000.00 - $180,000.00/per year

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 the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. 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. Employees in Washington State accrue paid sick time in compliance with state and federal law. Company shuttles are offered to employees for roundtrip travel from select Seattle locations to the SpaceX Redmond office Monday to Friday.

SR. MANAGER, CUSTOMER SUCCESS (STARLINK)

As a Customer Experience Senior Manager, you will be responsible for the post-purchase experience of Starlink customers. You will lead a team of highly skilled process engineers aligned to key vectors of the customer journey including billing and invoicing, shipping, account management, troubleshooting, and returns. This ensures the team’s North Star goal of reducing defects in the customer experience. To this end, you will be responsible for optimizing operations, conducting strategic planning, aligning resources to priorities, and advocating for the customer experience across the company. The ideal candidate is technically inclined, has a strong mind for process engineering, thrives at creating order out of chaos, and can manage a diverse set of stakeholders.

RESPONSIBILITIES:

• Manage a team of operations engineers to identify and eliminate defects in the customer experience. Manage their development and career progression. 
• Analyze complex problems involving multiple stakeholders, driving toward optimal solutions that benefit customers, reduce costs, and eliminate the need to contact customer support. 
• Leverage operational data and customer anecdotes to identify trends and opportunities in the customer experience to steer engineering roadmaps and executive decisions. 
• Collaborate with cross-functional Starlink teams (Software Engineering, Network Reliability, Growth, Production, Market Access, Communications, Shipping, and more) to develop and execute short to midrange plans for enhancing the customer experience. 
• Fix, delete, automate, or create new processes for addressing structural and emerging issues. 
• Develop, track, and analyze key performance indicators to measure the health of each portion of the customer journey. 
• Work alongside Automation and Software Engineers to develop technical and process-based solutions for improving the customer experience. 

BASIC QUALIFICATIONS:

• Bachelor’s degree in mathematics, data science, physics, or an engineering discipline.
• 4+ years of experience in one or more of the following: Product Management, Technical Program Management, Software/Automation Engineering, Process Engineering. 
• 2+ years of experience in a leadership role with direct reports. 

PREFERRED SKILLS AND EXPERIENCE:

• Master’s degree in business, engineering, or science discipline.
• Experience working in a Customer Service and/or Success organization in a B2B and B2C environment.
• Demonstrated ability to dive deep into technical topics and data analytics.
• Insatiable appetite for new knowledge, with the ability to quickly develop expertise and solve difficult problems in unfamiliar domains.
• Demonstrated capability to parse technical subjects on a deep level.
• Experience in data analysis using Python and SQL, R.
• Ability to work in fast-paced, high stress environments.
• Excellent written and executive communication skills.
• Proficiency with statistics, data analysis, cost/benefit analysis, and visualization.
• Project management certification or Agile/Lean Expertise.

ADDITIONAL REQUIREMENTS:

• Must be available to work extended hours and weekends as needed.
• Willingness to travel to customer sites, other SpaceX locations, and events as needed.

COMPENSATION AND BENEFITS:         

Pay range:         
Sr. Manager: $185,000.00 - $245,000.00/per year            

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 the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. 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. Employees in Washington State accrue paid sick time in compliance with state and federal law. Company shuttles are offered to employees for roundtrip travel from select Seattle locations to the SpaceX Redmond office Monday to Friday.

CUSTOMER SUPPORT ASSOCIATE, BILINGUAL - UKRAINIAN (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
• Fluent in English and Ukrainian

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 Monday to Friday 9AM-5:30PM, must be available to work 10 hours a day on one of the following shifts: 
• Shift Alpha: Monday - Thursday 12:00 AM - 10:30 AM PST

COMPENSATION AND BENEFITS:
Pay range:

• Level 1: $24.00/hour
• Level 2: $26.50/hour
• Level 3: $29.00/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 the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. 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. Employees in Washington State accrue paid sick time in compliance with state and federal law. Company shuttles are offered to employees for roundtrip travel from select Seattle locations to the SpaceX Redmond office Monday to Friday.

CUSTOMER SUPPORT ASSOCIATE, BILINGUAL - GREEK (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
• Fluent in English and Greek

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 Hawthorne, CA area
• After 1 week of classroom training Monday to Friday 9AM-5:30PM, must be available to work 10 hours a day on one of the following shifts: 
• Shift Alpha: Sunday - Thursday 10:00 PM - 8:30 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 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 the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. 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.

AUTOMATION ENGINEER (STARLINK CUSTOMER SUCCESS)

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.

At SpaceX, we are leveraging our experience in building rockets and spacecraft to deploy Starlink, the world’s most advanced broadband internet system. Starlink is the world’s largest satellite constellation and is providing fast, reliable internet to 7M+ users worldwide. We design, build, test, and operate all parts of the system – thousands of satellites, consumer receivers that allow users to connect within minutes of unboxing, and the software that brings it all together. We’ve only begun to scratch the surface of Starlink’s potential global impact and are looking for best-in-class engineers and analysts to rapidly accelerate our growth around the globe.

As an Operations Engineer, Automation on the Customer Success team, you will be responsible for developing, maintaining, and continuously improving both business-critical and experimental automation to unlock customer experience and support bottlenecks within the Starlink network. You will work closely with technical and engineering teams to make sure requirements are satisfied and the automation is robust. You will create reports, alerts, and monitoring systems to ensure that your automation is working correctly and communicate results to leadership.

RESPONSIBILITIES:

• Build and maintain high-quality automation to assist with growing Starlink's customer base, launching new markets, and improving customer experience
• Build alerts and monitoring for current automation systems
• Manage all requests and stakeholders in a scalable way
• Own status of automation (reporting on health, metrics like how many credits are being issued, etc.)
• Work with engineering and business teams to develop strategies for migrating automation to website-integrated solutions when appropriate
• Design measurable and well-scoped experiments
• Write and maintain high-quality documentation
• Collaborate with cross-functional Customer Success Category leads, workforce planners, and operators to develop automated solutions to solve customer experience and support challenges
• Engage the SpaceX leadership team with quantitative and qualitative updates on automation performance and opportunities

BASIC QUALIFICATIONS:

• Bachelor’s degree in an engineering, mathematics, or STEM discipline
• 1+ years of experience in engineering, software, data analytics, venture capital, management consulting, or operations/product management at a technology company
• 3+ years of experience with Python

PREFERRED SKILLS AND EXPERIENCE:

• Master Degree in Business or STEM field
• Expertise in SQL and Python
• Understanding of database structures, query optimizations, ETL development
• Experience with automation (demonstrated skills with VBA, Python, C#, etc.)
• Demonstrated experience in a start-up, consulting, tech, or other high-growth, fast-paced, rapidly changing environment
• Strong project management and self-directed prioritization skills
• Ability to communicate technical concepts to non-technical audiences at all organizational levels
• Ability to develop and maintain strong relationships across disciplines and with multiple levels of management

ADDITIONAL REQUIREMENTS:

• Must be available to work extended hours and weekends as needed
• Willingness to travel to corporate customer sites, other SpaceX locations, and industry events as needed