Customer Support Associate, Bilingual Malay (Starlink)

CUSTOMER SUPPORT ASSOCIATE, BILINGUAL MALAY (STARLINK) 

Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As an early member of the Starlink Customer Support team, you will be the face of Starlink to our customers, ensuring they have an exceptional overall experience.

RESPONSIBILITIES:

In this role, you will triage, troubleshoot, and resolve customer issues. You will analyze trends, identify gaps, and design simple, effective support interventions that improve our customers' experience. We're looking for excellent problem solvers who move quickly and proactively, and are obsessed with the success of our customers. This role is ideal for someone looking join a scrappy, early-stage Support team and set the tone for how we help our customers.

• Triage and resolve customer issues across multiple channels (digital, voice, etc.). Be a relentless internal advocate for the customer within SpaceX
• Provide technical support to customers using hardware, software, and network expertise
• Surface product, process, and training issues by pairing quantitative and qualitative methods. Be the voice of the customer, in the language of the business
• Collaborate with internal teams to create and improve troubleshooting workflows and resolve root cause issues
• Create and maintain internal knowledge base and help center collateral

BASIC QUALIFICATIONS:

• High school diploma or equivalency certificate
• 1+ years of experience in a front-lines customer support role
• Fluent in Malay and English

PREFERRED SKILLS AND EXPERIENCE:

• Excellent problem-solving and sleuthing skills. You go beyond just the apparent and available answer and do what it takes to satisfy the customer. You are relentless and own it
• 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
• Excellent empathy, active listening, and resiliency skills. You internalize customer concerns, solve them, and keep it positive
• Strong attention to detail and time management skills. You take pride in your craft
• Willingness and ability to flex weekend and night shift hours as needed to support our growth
• Experience in a training, learning and development, analytics, service design, vendor management, or content management role
• Start-up, consulting, or other demonstrated experience in high-growth, fast-paced environment
• Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
• Written/verbal business fluency in Malay

ADDITIONAL REQUIREMENTS:

• Must be available to work holidays 
• Must be available to work overtime hours and/or weekends as needed
• This is not a remote position and will require relocation if not already local to the Redmond, WA area
• Must be available to work 12 hours a day on one or more of the following shifts: 
• Shift B: Alternating Weekend Schedule: (6AM – 6PM) 
• Friday - Sunday
• Thursday - Sunday
• Shift D: Alternating Weekend Schedule: (6PM - 6AM) 
• Friday - Sunday
• Thursday - Sunday

COMPENSATION AND BENEFITS:

Pay range:
 
Customer Support Bilingual/Level 1: $24.00/hour
Customer Support Bilingual/Level 2: $26.50/hour

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 SpaceX. 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 & long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation & will be eligible for 10 or more paid holidays per year. Non-exempt Washington employees are eligible for sick leave in accordance with Washington's Sick Leave policies.