Job Overview
Location
Bastrop, TX
Job Type
Full-time
Category
Operations
Date Posted
April 21, 2026
Full Job Description
đź“‹ Description
- • Supervise and lead a team of customer support agents, providing coaching, training, and performance evaluations to ensure high-quality service delivery.
- • Own development of direct reports to enhance employee skills and career growth, aligning with organizational goals and objectives.
- • Establish clear performance expectations and accountability measures, ensuring consistent follow-up and feedback to drive individual and team success.
- • 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.
- • Analyze customer support metrics and prepare reports on team performance, customer satisfaction, and service levels.
- • Use data to root cause, identify trends, and develop action plans to address them.
- • Actively listen and incorporate the voice of the customer to identify areas for improvement, ensuring that customer feedback is used to enhance service delivery and drive process improvements.
- • Serve as a liaison between the customer support team and other departments, ensuring clear communication and collaboration.
- • Keep the team informed of updates, changes, and new policies, managing the change and communication of the change.
- • Deliver training programs to enhance the skills and knowledge of the customer support team.
- • Foster a positive and motivating team environment.
🎯 Requirements
- • 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.
- • 2+ years in synchronous (phone/chat/instant messaging) customer support operations.
- • Demonstrated experience using data analysis and structured root cause analysis to identify trends, uncover underlying issues, quantify business impact, and drive measurable operational improvements in customer support or service operations.
- • Proven ability to lead and develop a team through effective coaching, development, feedback, and performance management.
- • Strong problem-solving skills and the ability to make quick, effective decisions.
- • Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
- • Experience with reporting tools (Advanced Excel, SQL, dashboarding/reporting/visualization platforms).
- • Lean/6-Sigma/Kaizen experience (Green/Black Belt certifications).
- • Written/verbal business fluency in Spanish, French, German, Portuguese, Polish, Italian, Japanese, Korean, Czech, Indonesian, Arabic, Turkish, or Malay.
- • Ability to quickly learn and apply new technologies.
- • Excellent written and verbal communication skills.
- • Strong attention to detail and organizational skills.
- • 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 Bastrop, TX area.
- • Must be available for one of the following shifts: 4th Shift: Saturday - Wednesday, 3:30PM-2:00AM.
- • 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.
🏖️ Benefits
- • Opportunity to work at SpaceX, a company actively developing technologies to enable human life on Mars.
- • Role in revolutionizing internet connectivity by providing high-speed, low-latency satellite internet to remote and rural locations worldwide.
- • Chance to empower and motivate a team, ensuring alignment with organizational values and commitment to outstanding customer experiences.
- • Ability to drive process improvements and cultivate a culture of excellence.
- • Exposure to cross-departmental collaboration to streamline processes and improve service delivery.
- • Access to training programs to enhance skills and knowledge of the customer support team.
- • Work in a positive and motivating team environment.
- • Contribution to a mission-driven organization with a clear vision for the future of space exploration and global connectivity.
Skills & Technologies
Remote
Degree Required
About Space Exploration Technologies Corp.
SpaceX designs, manufactures, and launches advanced rockets and spacecraft. Founded by Elon Musk in 2002, the company developed the Falcon 1, Falcon 9, Falcon Heavy, and Dragon cargo and crew capsules, and is building the fully-reusable Starship system. It provides commercial satellite launch, ISS resupply, and crew transport services, while pursuing Mars colonization and global broadband via the Starlink satellite constellation. SpaceX pioneered booster reusability and vertical landing, dramatically lowering launch costs and increasing access to space.
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