RESPONSIBILITIES:

📍Supervise and lead a team of customer support agents, providing excellent coaching, training, and performance evaluations 📍Own development of direct reports to enhance employee skills and career growth, assuring alignment with organizational goals and objectives 📍Establish clear performance expectations and accountability measures for team members, ensuring consistent follow-up and feedback to drive individual and team success 📍Lead by setting an example, taking and giving feedback within all levels of the organization, and motivating others to achieve the highest level of results 📍Monitor customer interactions to ensure quality service and adherence to company policies and procedures 📍Handle escalated customer issues and complaints, providing resolution and maintaining customer satisfaction 📍Identify opportunities for process improvements and implement changes to enhance efficiency and customer experience

BASIC QUALIFICATIONS:

📍Bachelor’s degree; or 4+ years of professional experience in a customer service or customer success function in lieu of a degree 📍2+ years of people management experience in customer service or customer support operations with teams of 25+ hourly employees; or 📍1+ years of SpaceX customer support operations experience as a lead

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