Job Overview
Location
Hawthorne, CA
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.
- • Collaborate with other departments to streamline processes and improve service delivery.
- • 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 customer feedback enhances service delivery.
- • 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 change and communication effectively.
- • 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.
- • 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 Hawthorne, CA area.
- • Must be available for the following shift: Shift Alpha: Sun - Thurs 10:00PM - 8:30AM.
🏖️ Benefits
- • Pay range: $95,000.00 - $115,000.00 per year.
- • Eligibility for long-term incentives in the form of company stock, stock options, or long-term cash awards.
- • Potential discretionary bonuses and 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 and 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.
- • Accrual of paid sick leave pursuant to Company policy which satisfies or exceeds the accrual, carryover, and use requirements of the law.
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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