Customer Support Associate, Bilingual Dutch (Starlink)

$49,920 - $56,160/Yr

SpaceX - Hawthorne, CA

Full-time - Entry Level

Onsite - Hawthorne, CA

Transportation Equipment Manufacturing

About the position

The Customer Support Associate, Bilingual Dutch (Starlink) role at SpaceX involves providing exceptional customer service to users of the Starlink satellite internet service. As a key member of the early-stage support team, you will be responsible for troubleshooting and resolving customer issues, analyzing trends, and improving support interventions to enhance the customer experience. This position requires a proactive approach to problem-solving and a strong commitment to customer satisfaction.

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

Requirements

• 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 Dutch

Nice-to-haves

• 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
• 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

Benefits

• Dental insurance
• Disability insurance
• Employee stock purchase plan
• Health insurance
• Life insurance
• Paid holidays
• Paid parental leave