Experienced Bilingual Portuguese Customer Support Associate for Revolutionary Satellite Constellation Project at blithequark

Introduction to blithequark and the Industry

Imagine a future where humanity is exploring the stars, and the boundaries of technology and innovation are pushed beyond what we thought was possible. At blithequark, this vision is not just a dream but a reality we are actively working towards. As a pioneer in the space technology industry, blithequark is developing cutting-edge technologies to make human life on Mars a tangible goal. One of the key projects driving this mission forward is Starlink, a revolutionary satellite constellation designed to deliver low-latency broadband internet worldwide.

As an integral part of this ambitious project, the Customer Support team plays a vital role in ensuring that customers have an exceptional experience with Starlink. This is where you come in – as a Customer Support Associate, Bilingual Portuguese, you will be the face of Starlink to our customers, providing top-notch support and troubleshooting services to resolve issues efficiently and effectively.

About the Role

In this dynamic and challenging role, you will be responsible for triaging, troubleshooting, and resolving customer issues across multiple channels. Your analytical skills will be crucial in identifying trends, gaps, and areas for improvement, allowing you to design and implement simple yet effective support interventions that enhance the customer experience. As an early member of the Starlink Customer Support team, you will have the unique opportunity to set the tone for how we support our customers and contribute to the growth and success of blithequark.

Key Responsibilities

• Triage and resolve customer issues promptly and professionally, advocating for the customer within blithequark and ensuring their concerns are addressed.
• Provide technical support to customers, leveraging your expertise in hardware, software, and network troubleshooting to resolve complex issues.
• Analyze customer feedback and support data to identify product, process, and training issues, presenting findings and recommendations to internal teams to drive improvements.
• Collaborate with cross-functional teams to develop and refine troubleshooting workflows, addressing root-cause issues and enhancing the overall customer support experience.
• Develop and maintain comprehensive internal knowledge bases and help center resources, ensuring that customer support materials are accurate, up-to-date, and easily accessible.

Qualifications and Skills

To excel in this role, you will need to possess a combination of technical, language, and interpersonal skills. The essential qualifications include:

• A high school diploma or equivalent certification.
• At least 1 year of experience in a front-line customer support role, preferably in a fast-paced, technology-driven environment.
• Fluency in both English and Portuguese, with excellent written and verbal communication skills.

Preferred skills and experience include:

• Proven problem-solving and analytical skills, with the ability to think critically and outside the box.
• Excellent empathy, active listening, and resilience skills, enabling you to provide compassionate and effective support to customers.
• Strong attention to detail and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Experience in a training, learning and development, analytics, service design, vendor management, or content management role, with a strong understanding of customer support principles and practices.
• Technical aptitude, with experience in networking, hardware troubleshooting, software development, or related fields.
• Familiarity with start-up environments, consulting, or high-growth industries, with a proven ability to adapt to changing circumstances and priorities.

Additional Requirements

In addition to the qualifications and skills outlined above, you should be:

• Available to work scheduled shifts, including weekends and holidays, as required.
• Willing to work overtime hours as needed to support the growth and success of blithequark.
• Able to relocate to the Hawthorne, CA area if not already local, as this role is not remote and requires regular on-site presence.
• Flexible and able to work varying shifts, including night shifts, as assigned.

Career Growth and Learning Opportunities

At blithequark, we are committed to the growth and development of our employees. As a Customer Support Associate, you will have access to comprehensive training programs, designed to enhance your technical, language, and interpersonal skills. You will also have opportunities to collaborate with cross-functional teams, contributing to the development of new products, services, and processes that drive innovation and customer satisfaction.

Our culture encourages continuous learning, experimentation, and innovation, providing you with the freedom to explore new ideas, take calculated risks, and push the boundaries of what is possible. With a strong focus on employee development, we offer regular feedback, coaching, and mentoring, helping you to achieve your career goals and aspirations.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic, fast-paced work environment, which is driven by a passion for innovation, customer satisfaction, and teamwork. Our company culture is built on the principles of meritocracy, diversity, and inclusion, providing a workplace where everyone feels valued, respected, and empowered to contribute.

We believe in recognizing and rewarding outstanding performance, providing competitive compensation packages, and offering a range of benefits that support the well-being and happiness of our employees. From comprehensive medical, vision, and dental coverage to access to a 401(k) retirement plan, short and long-term disability insurance, and life insurance, we are committed to providing a supportive and inclusive work environment that allows you to thrive.

Compensation and Benefits

The compensation package for this role includes a competitive hourly rate, with opportunities for growth and advancement based on performance and experience. The pay range for this position is:

• Level 1: $24.00/hour
• Level 2: $25.00/hour
• Level 3: $27.00/hour

In addition to your base salary, you may be eligible for long-term incentives, such as 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.

Other benefits include:

• 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 discounts and perks
• Accrual of 3 weeks of paid vacation
• Eligibility for 10 or more paid holidays per year

Conclusion

If you are a motivated, customer-focused individual with a passion for technology, innovation, and excellence, we encourage you to apply for this exciting opportunity to join the blithequark team as a Customer Support Associate, Bilingual Portuguese. With your skills, experience, and dedication, you can make a real difference in the lives of our customers and contribute to the success of our revolutionary satellite constellation project.

Don't miss this chance to be part of a dynamic, fast-paced environment that values innovation, teamwork, and customer satisfaction. Apply now to join the blithequark team and embark on a rewarding and challenging career journey that will take you to new heights.