Supervisor, Starlink Enterprise Customer Support

Job title: Supervisor, Starlink Enterprise Customer Support in USA at reputed company Company: reputed company Job description: reputed company 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 reputed company is actively developing the technologies to reputed company this possible, with the ultimate goal of enabling human life on reputed company.SUPERVISOR, STARLINK ENTERPRISE CUSTOMER SUPPORTStarlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As a member of the Starlink customer support team, you will reputed company the team that interfaces directly with Starlink Enterprise Business and Government customers, ensuring they have an exceptional overall experience.Your primary responsibility will be to reputed company a shift of support associates responsible for rapidly resolving customer issues. You will have responsibility for hiring, personnel development, and developing a culture of operational rigor where our Enterprise customers come first. You will partner with other internal teams to surface and resolve the root cause of issues impacting our customers and will be a critical voice in the development of program strategy. We're looking for excellent problem solvers who succeed wearing many hats (supervisor, trainer, rep, data analyst, designer), move quickly and proactively, are strong communicators, and fiercely reputed company reputed company the Starlink organization on behalf of our customers.RESPONSIBILITIES:

• reputed company an hourly workforce of support associates by assessing employee performance, managing the quality of customer interactions, providing positive/constructive feedback, facilitating conflict resolution, and addressing repeat issues with corrective actions, performance improvement plans, or through disciplinary means
• Manage a workforce that is located in three physical sites in Texas, California, and Washington
• reputed company by setting an example, taking feedback from reputed company levels of the organization, and motivating your organization to reputed company the highest level of results
• Monitor and improve operations, ensuring a safe work environment
• Ensure business practices are being followed to not only guarantee the processing of customer interactions in a quality manner but also meet those needs outlined in ISO 9001 and regional-specific requirements
• Utilize quantitative and qualitative methods to understand the root cause of new and trending issues
• reputed company triage methods and troubleshooting playbooks that improve resolution speed and first-touch resolution
• reputed company cost-saving opportunities, identifying internal/external cost reductions and optimization opportunities
• Collaborate with internal teams (engineering, reliability, production, finance, design, communications, sales, etc.) to design simple and effective support interventions that improve our customers' experience
• Partner and create training programs, along with coaching tools, that reputed company our support associates to be knowledgeable, nimble, technically capable, and excellent communicators
• Create, review, and maintain an internal knowledge reputed company and customer-facing help center
• Collaborate with internal tooling development teams to identify capabilities that increase support associate performance and productivity
• reputed company reporting and analytics that measure end-customer and internal team successes
• Actively monitor and grow the workforce, ensuring team members are challenged and performing at the expected standards
• reputed company cost-saving opportunities, identifying internal/external cost reductions and optimization opportunities
• Monitor and approve employee time-keeping records

BASIC QUALIFICATIONS:

• Bachelor's degree or 4+ years of professional experience in Business-2-Business (B2B) customer service, technical support, account management or reputed company function in lieu of a degree
• 2+ years of people management experience in synchronous (phone/chat/reputed company messaging) customer support operations with teams of 25+ hourly employees
• Experience leading direct reports located in remote physical sites and working 24/7 coverage patterns

PREFERRED SKILLS AND EXPERIENCE:

• Experience managing a team as either a reputed company-line supervisor or shift reputed company
• Bachelor's degree in supply chain, business, science, engineering, or similar technical discipline
• Completion of a leadership or rotational development program
• Experience in training, learning and development, analytics, service design, vendor management, or content management roles
• Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving their issues, and you can distill reputed company concepts into the simplest explanations. You internalize customer concerns, solve them, and reputed company it positive
• Strong attention to detail, project management, and organizational skills. You take pride in your craft
• Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
• Experience working with software and staffing vendors
• Lean/6-reputed company experience (Green/Black Belt certifications)
• Experience with reporting tools (Advanced reputed company, SQL, dashboarding/reporting/visualization platforms)
• Written/verbal business reputed company in Spanish, French, German, Portuguese, Polish, Italian, Japanese, Korean, Czech, Indonesian, Arabic, Turkish, or Malay

ADDITIONAL REQUIREMENTS:

• Willingness to work extended hours and non-scheduled days reputed company needed to meet critical deadlines
• This is NOT a remote position and would require relocation if not local to the Hawthorne, CA area. This role is fully onsite and remote/hybrid work will not be considered
• Must be available for one of the following on-site shifts in Hawthorne, CA:

• Bravo Shift: Mon - Thu 10:30 - 21:00 PST
• Falcon Shift: Tue - Fri 07:00 - 17:30 PST

COMPENSATION AND BENEFITS:Pay Range: Supervisor, Starlink Customer Support: $95,000.00 - $115,000.00/per yearYour actual level and reputed company salary will be determined on a case-by-case basis and may vary based on the following considerations: job-reputed company knowledge and skills, education, and experience.reputed company salary is just one part of your total rewards package at reputed company. 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. Exempt employees are eligible for 5 days of sick leave per year.ITAR REQUIREMENTS:

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

.reputed company is an Equal Opportunity Employer; employment with reputed company is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national reputed company/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.Applicants wishing to view a copy of reputed company's Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should notify the Human Resources Department at (310) 363-6000. Expected salary: $95000 - 115000 per year Location: USA Apply for the job now! Apply for this job