Description:
We are seeking a dynamic and experienced Supervisor to lead within the Customer Support team. The ideal candidate is a strong effective leader with a talent for problem-solving and a passion for delivering exceptional customer service. As a Starlink Customer Support Supervisor, you'll empower and motivate your team, ensuring they are aligned with our organizational values and committed to providing outstanding customer experiences. This role requires a strategic thinker who can drive process improvements and cultivate a culture of excellence.
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.
- 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 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. You manage 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.
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