Customer Support Associate, Bilingual Norwegian (Starlink)

$49,920 - $52,000/Yr

SpaceX - Hawthorne, CA

Full-time - Entry Level

Onsite - Hawthorne, CA

Transportation Equipment Manufacturing

About the position

As a Bilingual Norwegian Customer Support Associate for Starlink at SpaceX, you will play a crucial role in delivering exceptional customer service to users of the revolutionary satellite internet service. Your primary responsibilities will include troubleshooting and resolving customer issues, analyzing trends, and designing effective support interventions to enhance the customer experience. This position is ideal for proactive problem solvers who are passionate about customer success and eager to contribute to an early-stage support team.

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 Norwegian

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

• 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
• Eligibility for long-term incentives, in the form of company stock, stock options, or long-term cash awards
• Potential discretionary bonuses
• Ability to purchase additional stock at a discount through an Employee Stock Purchase Plan
• 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
• Various other discounts and perks
• Accrual of 3 weeks of paid vacation
• Eligibility for 10 or more paid holidays per year