SpaceX Logo

SpaceX

Customer Support Associate, Bilingual (Starlink)

Reposted 9 Days Ago
Be an Early Applicant
Redmond, WA
Junior
Redmond, WA
Junior
As a Customer Support Associate for Starlink, you will triage and resolve customer issues across multiple channels while providing technical support and improving the customer experience. You will analyze trends, advocate for customers within SpaceX, and maintain knowledge base materials.
The summary above was generated by AI

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.

CUSTOMER SUPPORT ASSOCIATE, BILINGUAL (STARLINK) 

Starlink, a 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 customers, ensuring they have an exceptional experience.

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 the customer’s experience. SpaceX is looking for excellent problem solvers who move quickly and proactively and are obsessed with the success of the customer. This role is ideal for individuals looking to join an early-stage-support team and set the tone for Starlink customer service.

RESPONSIBILITIES:

  • Triage and resolve customer issues across multiple channels (inbound/outbound calls, chat, email)
  •  Provide technical support to customers using hardware, software, and network expertise
  • Be a relentless internal advocate for the customer within SpaceX. Understand customer concerns, address them, and ensure their satisfaction  
  • Surface product, process, and training issues by pairing quantitative and qualitative methods
  • Collaborate with internal teams to create and improve troubleshooting workflows and identify root causes of 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 and/or customer service
  • Fluent in English and one of the following languages: Greek, Japanese, Portuguese, Spanish, and/or Ukrainian

PREFERRED SKILLS AND EXPERIENCE:

  • 6+ months of customer support via phone, chat, email, voice, etc.
  • Excellent problem-solving and sleuthing skills
  • Ability to exceed the obvious and available solution, to do whatever it takes to satisfy the customer by being relentless and taking ownership
  • Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving customer issues, and can distill complex concepts into simple explanations
  • Ability to work within a team environment
  • Excellent empathy, active listening, and resiliency skills
  • Strong attention to detail and excellent time management
  • Experience in a training, learning and development, analytics, service design, vendor management, or content management role
  • Demonstrated experience in a high-growth, fast-paced environment
  • Technical aptitude – experience with networking, hardware troubleshooting, software development, etc.
  • Written/verbal business fluency in English

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
  • Computer skills and experience working with customer support tools
  • Strong Attendance is an essential function of the role
  • After 1 week of classroom training M-F 9am-5:30pm, must work one of the approximate shift times (subject to change based on business needs): 

Shift Alpha

00:00 PST

10:30 PST

Mon - Thu

4x10

Week Night

Shift Bravo

10:30 PST

21:00 PST

Mon -Thu

4x10

Week Day

Shift Charlie

00:00 PST

10:30 PST

Fri - Mon

4x10

Weekend Night

Shift Delta

06:00 PST

16:30 PST

Fri - Mon

4x10

Weekend Day

Shift Echo

13:30 PST

00:00 PST

Fri - Mon

4x10

Weekend Evening

Shift Falcon

06:00 PST

16:30 PST

Tue - Fri

4x10

Week Day


COMPENSATION AND BENEFITS:

Pay range:
Customer Support Associate, Bilingual/Level 1: $24.00/hour
Customer Support Associate, Bilingual/Level 2: $25.00/hour
Customer Support Associate, Bilingual/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 & long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation & will be eligible for 10 or more paid holidays per year. Non-exempt Washington employees are eligible for sick leave in accordance with Washington's Sick Leave policies.

ITAR REQUIREMENTS:

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

SpaceX is an Equal Opportunity Employer; employment with SpaceX is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/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 SpaceX’s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to [email protected]

SpaceX Redmond, Washington, USA Office

22630 NE Marketplace Dr, Redmond, Washington, United States, 98053

Similar Jobs

7 Days Ago
Seattle, WA, USA
24-24 Annually
Junior
24-24 Annually
Junior
Information Technology • Automation
The Client Services Lead oversees office and mail operations, ensuring efficient mail processing, supply organization, and equipment maintenance. This role focuses on delivering exceptional customer service to employees and maintaining a professional office environment.
Top Skills: Intelligent AutomationMs Office SuiteRobotic Process Automation
20 Hours Ago
Easy Apply
Hybrid
Seattle, WA, USA
Easy Apply
72K-95K Annually
Junior
72K-95K Annually
Junior
Artificial Intelligence • Computer Vision • Hardware • Machine Learning • Robotics • Software • Agriculture
As a Technical Support Engineer, you will serve as the first point of contact for customers, troubleshoot and resolve issues with the LaserWeeder system, gather diagnostic information, contribute to documentation, and support field engineers and sales personnel, while ensuring exceptional customer experiences.
4 Days Ago
Hybrid
10 Locations
140K-146K Annually
Senior level
140K-146K Annually
Senior level
Artificial Intelligence • Healthtech • Professional Services • Analytics • Consulting
As a Senior Product Data Scientist, you will lead client engagement, implementing advanced algorithms, managing teams, and delivering insights to solve complex business problems, while driving client impact and business growth.
Top Skills: Advanced AnalyticsMachine LearningPysparkPythonSQL

What you need to know about the Seattle Tech Scene

Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.

Key Facts About Seattle Tech

  • Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
  • Major Tech Employers: Amazon, Microsoft, Meta, Google
  • Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
  • Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
  • Notable Investors: Madrona, Fuse, Tola, Maveron
  • Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account