Sr. Manager, Customer Support (Starlink)
Skills
- Proven leadership and people management in customer operations
- Strong analytics, reporting, and KPI-driven decision making
- Experience with process improvement and project management
- Technical aptitude with networking and hardware troubleshooting familiarity
- Financial literacy and ability to manage budgets and identify cost savings
- Excellent written and verbal communication
- Vendor management, training, and service design experience
Responsibilities
- Lead the Starlink Customer Support team at the Redmond/Seattle site and manage onsite daily operations
- Ensure a safe work environment and monitor safety performance
- Develop strategy, business metrics, and goals to align support operations with business needs
- Manage multi-level teams (hourly and salaried) including performance management, feedback, and disciplinary actions
- Drive process improvement and strategic projects to enhance support effectiveness and efficiency
- Identify cost-savings and optimization opportunities across operations
- Oversee customer support delivery to achieve industry-leading service levels
- Mentor and develop team members; design training and career development initiatives
- Perform administrative duties: approve timecards, schedule workforce, set goals, and conduct reviews
- Ensure adherence to quality standards including ISO 9001 and regional requirements
- Collaborate cross-functionally to design support interventions and tooling improvements
- Lead root cause analysis and act as the voice of the customer within the business
- Develop reporting and analytics to measure customer and internal team success
Education
- Bachelor’s degree in a relevant field preferred
- Or equivalent professional experience (10+ years) in lieu of degree
Benefits
- Comprehensive medical, vision, and dental coverage
- 401(k) retirement plan
- Eligibility for company stock, stock options, or long-term cash awards
- Potential discretionary bonuses and Employee Stock Purchase Plan
- Paid vacation (approximately 3 weeks) and 10+ paid holidays per year
- Paid sick time in compliance with Washington state law
- Short- and long-term disability insurance, life insurance, and paid parental leave
- Company shuttle service from select Seattle locations
Average salary estimate
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SpaceX, founded by Elon Musk, is an aerospace manufacturer and space transport services company aiming to revolutionize space technology, with the ultimate goal of enabling human life on Mars.
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