Join arenaflex, a pioneering space technology company, as we revolutionize the way people connect with the world. Our mission is to make humanity a multi-planetary species, and we're looking for exceptional leaders to help us achieve this goal. As a Supervisor in our Starlink Enterprise Customer Support team, you'll be at the forefront of delivering exceptional customer experiences, leading a team of support associates, and driving operational excellence.
**About arenaflex**
arenaflex is a leading space technology company that's pushing the boundaries of innovation. Our Starlink satellite constellation is set to revolutionize the way people access the internet, and we're looking for talented individuals to join our team. As a Supervisor in our Starlink Enterprise Customer Support team, you'll be part of a dynamic and fast-paced environment that's shaping the future of space technology.
**Job Summary**
We're seeking an experienced and results-driven Supervisor to lead our Starlink Enterprise Customer Support team. As a Supervisor, you'll be responsible for leading a team of support associates, ensuring exceptional customer experiences, and driving operational excellence. You'll work closely with internal teams to surface and resolve the root cause of issues impacting our customers and be a critical voice in the development of program strategy.
**Responsibilities**
As a Supervisor in our Starlink Enterprise Customer Support team, you'll be responsible for:
* Leading an hourly workforce of support associates by assessing employee performance, managing the quality of customer interactions, providing positive/constructive feedback, facilitating conflict resolution, and addressing repeat issues with corrective actions, performance improvement plans, or through disciplinary means
* Managing a workforce that is located in three physical sites in Texas, California, and Washington
* Leading by setting an example, taking feedback from all levels of the organization, and motivating your organization to achieve the highest level of results
* Monitoring and improving operations, ensuring a safe work environment
* Ensuring business practices are being followed to not only guarantee the processing of customer interactions in a quality manner but also meet those needs outlined in ISO 9001 and regional-specific requirements
* Utilizing quantitative and qualitative methods to understand the root cause of new and trending issues
* Developing triage methods and troubleshooting playbooks that improve resolution speed and first-touch resolution
* Leading cost-saving opportunities, identifying internal/external cost reductions and optimization opportunities
* Collaborating with internal teams (engineering, reliability, production, finance, design, communications, sales, etc.) to design simple and effective support interventions that improve our customers' experience
* Partnering and creating training programs, along with coaching tools, that enable our support associates to be knowledgeable, nimble, technically capable, and excellent communicators
* Creating, reviewing, and maintaining an internal knowledge base and customer-facing help center
* Collaborating with internal tooling development teams to identify capabilities that increase support associate performance and productivity
* Developing reporting and analytics that measure end-customer and internal team successes
* Actively monitoring and growing the workforce, ensuring team members are challenged and performing at the expected standards
* Leading cost-saving opportunities, identifying internal/external cost reductions and optimization opportunities
* Monitoring and approving employee time-keeping records
**Basic Qualifications**
To be considered for this role, you'll need:
* A Bachelor's degree or 4+ years of professional experience in Business-2-Business (B2B) customer service, technical support, account management, or customer success function in lieu of a degree
* 2+ years of people management experience in synchronous (phone/chat/instant messaging) customer support operations with teams of 25+ hourly employees
* Experience leading direct reports located in remote physical sites and working 24/7 coverage patterns
**Preferred Skills and Experience**
While not required, the following skills and experience would be beneficial:
* Experience managing a team as either a front-line supervisor or shift lead
* Bachelor's degree in supply chain, business, science, engineering, or similar technical discipline
* Completion of a leadership or rotational development program
* Experience in training, learning and development, analytics, service design, vendor management, or content management roles
* Excellent written and verbal communication skills
* Strong attention to detail, project management, and organizational skills
* Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
* Experience working with software and staffing vendors
* Lean/6-Sigma experience (Green/Black Belt certifications)
* Experience with reporting tools (Advanced Excel, SQL, dashboarding/reporting/visualization platforms)
* Written/verbal business fluency in Spanish, French, German, Portuguese, Polish, Italian, Japanese, Korean, Czech, Indonesian, Arabic, Turkish, or Malay
**Additional Requirements**
* 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. This role is fully onsite and remote/hybrid work will not be considered
* Must be available for one of the following on-site shifts in Bastrop, TX:
+ 1st Shift: Mon - Fri 05:00 - 15:30 CST
+ 2nd Shift: Mon - Fri 15:30 - 02:00 CST
**Compensation and Benefits**
As a Supervisor in our Starlink Enterprise Customer Support team, you'll receive a competitive salary and benefits package, including:
* Pay Range: $95,000.00 - $115,000.00 per year
* 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
* 3 weeks of paid vacation and eligibility for 10 or more paid holidays per year
* Exempt employees are eligible for 5 days of sick leave per year
**ITAR Requirements**
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.
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer; employment with arenaflex is governed on the basis of merit, competence, and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability, or any other legally protected status.
**How to Apply**
If you're a motivated and results-driven leader who's passionate about delivering exceptional customer experiences, we want to hear from you! Apply now to join our Starlink Enterprise Customer Support team and be part of a dynamic and fast-paced environment that's shaping the future of space technology.