At arenaflex, we're revolutionizing the way people connect with the world through our cutting-edge satellite constellation, Starlink. As a key member of our customer support team, you'll play a vital role in ensuring our Enterprise Business and Government customers have an exceptional experience with our low-latency broadband internet services. If you're a seasoned leader with a passion for problem-solving, customer advocacy, and team development, we want to hear from you.
**About arenaflex**
arenaflex is a pioneering space technology company that's pushing the boundaries of innovation and exploration. Founded under the belief that humanity's future lies among the stars, we're actively developing the technologies to make this possible. With a focus on sustainability, efficiency, and customer satisfaction, we're shaping the future of space travel and communication.
**Job Summary**
As a Supervisor, Starlink Enterprise Customer Support, you'll lead a team of support associates responsible for rapidly resolving customer issues. You'll be responsible for hiring, personnel development, and creating a culture of operational rigor where our Enterprise customers come first. You'll partner with internal teams to surface and resolve the root cause of issues impacting our customers and be a critical voice in the development of program strategy.
**Responsibilities**
* Lead an hourly workforce of support associates by assessing employee performance, managing the quality of customer interactions, providing positive/constructive feedback, facilitating conflict resolution, and addressing repeat issues with corrective actions, performance improvement plans, or through disciplinary means
* Manage a workforce that is located in three physical sites in Texas, California, and Washington
* Lead by setting an example, taking feedback from all levels of the organization, and motivating your organization to achieve the highest level of results
* Monitor and improve operations, ensuring a safe work environment
* Ensure business practices are being followed to not only guarantee the processing of customer interactions in a quality manner but also meet those needs outlined in ISO 9001 and regional-specific requirements
* Utilize quantitative and qualitative methods to understand the root cause of new and trending issues
* Develop triage methods and troubleshooting playbooks that improve resolution speed and first-touch resolution
* Lead cost-saving opportunities, identifying internal/external cost reductions and optimization opportunities
* Collaborate with internal teams (engineering, reliability, production, finance, design, communications, sales, etc.) to design simple and effective support interventions that improve our customers' experience
* Partner and create training programs, along with coaching tools, that enable our support associates to be knowledgeable, nimble, technically capable, and excellent communicators
* Create, review, and maintain an internal knowledge base and customer-facing help center
* Collaborate with internal tooling development teams to identify capabilities that increase support associate performance and productivity
* Develop reporting and analytics that measure end-customer and internal team successes
* Actively monitor and grow the workforce, ensuring team members are challenged and performing at the expected standards
* Lead cost-saving opportunities, identifying internal/external cost reductions and optimization opportunities
* Monitor and approve employee time-keeping records
**Basic Qualifications**
* Bachelor's degree or 4+ years of professional experience in Business-2-Business (B2B) customer service, technical support, account management, or customer success function in lieu of a degree
* 2+ years of people management experience in synchronous (phone/chat/instant messaging) customer support operations with teams of 25+ hourly employees
* Experience leading direct reports located in remote physical sites and working 24/7 coverage patterns
**Preferred Skills and Experience**
* Experience managing a team as either a front-line supervisor or shift lead
* Bachelor's degree in supply chain, business, science, engineering, or similar technical discipline
* Completion of a leadership or rotational development program
* Experience in training, learning and development, analytics, service design, vendor management, or content management roles
* Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving their issues, and you can distill complex concepts into the simplest explanations. You internalize customer concerns, solve them, and keep it positive
* Strong attention to detail, project management, and organizational skills. You take pride in your craft
* Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
* Experience working with software and staffing vendors
* Lean/6-Sigma experience (Green/Black Belt certifications)
* Experience with reporting tools (Advanced Excel, SQL, dashboarding/reporting/visualization platforms)
* Written/verbal business fluency in Spanish, French, German, Portuguese, Polish, Italian, Japanese, Korean, Czech, Indonesian, Arabic, Turkish, or Malay
**Additional Requirements**
* Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines
* This is NOT a remote position and would require relocation if not local to the Hawthorne, CA area. This role is fully onsite and remote/hybrid work will not be considered
* Must be available for one of the following on-site shifts in Hawthorne, CA:
+ Bravo Shift: Mon - Thu 10:30 - 21:00 PST
+ Falcon Shift: Tue - Fri 07:00 - 17:30 PST
**Compensation and Benefits**
* Pay Range: $95,000.00 - $115,000.00/per year
* Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.
* Base salary is just one part of your total rewards package at arenaflex. You may also be eligible for long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan.
* You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks.
* You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year. Exempt employees are eligible for 5 days of sick leave per year.
**ITAR Requirements**
* To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer; employment with arenaflex 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.
**How to Apply**
If you're a motivated and experienced leader who is passionate about customer advocacy and team development, we want to hear from you. Apply now to join our team and be a part of shaping the future of space travel and communication.