19 days old

Head of Starlink Global Customer Support and Field Service Operations

SpaceX
Hawthorne, CA 90250

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 ofenabling human life on Mars.

HEAD OF STARLINK CUSTOMER SUPPORT AND FIELD SERVICE OPERATIONS

Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. We are committed to providing a world class experience of Starlink for all users and are looking for an experienced leader to build out the team accountable for customer success. As the Head of Starlink Customer Support and Field Services, you will report directly to the Vice President of Starlink and Commercial Sales. You will develop the team, tools, and approach to ensure the customers experience meets expectations across all stages of use - from initial deployment and setup through training and troubleshooting. This team will be located at our Hawthorne, CA headquarters but may relocate as needs demand.

RESPONSIBILITIES:

  • Partner with sales and engineering teams to develop and implement a superior customer support experience for both our enterprise and direct consumer customers.
  • Establish call center operations and online customer support platforms, advocating for efficiency and automation wherever possible.
  • Hire and develop a foundational team of customer support managers.
  • Establish training programs for customer support representatives and managers to ensure consistent brand voice, positioning, and resolution.
  • Work with enterprise information systems team to integrate the support portal of tools with internal tools and consumer CRM.
  • Evaluate third party support resources and own all contract negotiations and management to deliver a high quality and cohesive customer experience.
  • Establish and execute field support strategy.
  • Implement customer feedback opportunities to guide data-driven development insights and support initiatives.

BASIC QUALIFICATIONS:

  • Bachelors degree from an accredited university.
  • 5+ years of experience in customer support and/or customer service.
  • Prior experience establishing new customer support programs and teams for a consumer focused product.
  • 2+ years of experience leading a team or project.

PREFERRED SKILLS AND EXPERIENCE:

  • Prior experience working with/for a top-tier third party supplier for customer support.
  • Independently motivated professional with a demonstrated track record of project ownership.
  • 5+ years of experience leading a support team.
  • MBA or master's degree with business focused curriculum.
  • Strong understanding of satellite communication technologies and terrestrial networking concepts.
  • Strong analytical skills in business and technical domains.

ADDITIONAL REQUIREMENTS:

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

ITAR REQUIREMENTS:

  • To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or 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 SpaceXs 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.

Categories

Posted: 2019-10-03 Expires: 2019-11-02

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Head of Starlink Global Customer Support and Field Service Operations

SpaceX
Hawthorne, CA 90250

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast