Customer Support Associate, Bilingual Malay (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 Malay (Starlink) at SpaceX is responsible for providing exceptional customer service and technical support to users of the Starlink satellite internet service. This role involves troubleshooting customer issues, analyzing trends, and collaborating with internal teams to enhance the customer experience. As a key member of the early-stage support team, the associate will help set the standard for customer service in a fast-paced environment.

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
• Act as an internal advocate for the customer within SpaceX, addressing concerns and ensuring satisfaction
• Surface product, process, and training issues using 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 Malay

Nice-to-haves

• 6+ months of customer support experience via phone, chat, email, voice, etc.
• Excellent problem-solving and sleuthing skills
• Ability to exceed the obvious and available solution to satisfy the customer
• Excellent written and verbal communication skills
• Ability to work within a team environment
• Strong empathy, active listening, and resiliency skills
• Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.

Benefits

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