Experienced Bilingual 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 world is connected like never before. At blithequark, we are making this vision a reality. As a pioneer in the space technology industry, blithequark is actively developing innovative technologies to enable human life on Mars and beyond. Our mission is to make a significant impact on the world, and we are looking for talented individuals to join our team. The satellite constellation project, Starlink, is a crucial part of our mission, aiming to deliver low-latency broadband internet worldwide. As an early member of the Starlink Customer Support team, you will play a vital role in ensuring our customers have an exceptional experience.

Job Overview

We are seeking an experienced and skilled Customer Support Associate who is bilingual to join our team at blithequark. As a Customer Support Associate, you will be the face of Starlink to our customers, responsible for triaging, troubleshooting, and resolving customer issues. You will analyze trends, identify gaps, and design simple, effective support interventions that improve our customers' experience. If you are an excellent problem solver, a relentless internal advocate for the customer, and obsessed with the success of our customers, we want to hear from you.

Key Responsibilities

• Triage and resolve customer issues across multiple channels (digital, voice, etc.), providing a seamless and exceptional customer experience
• Provide technical support to customers using hardware, software, and network expertise, ensuring timely and effective resolutions
• Surface product, process, and training issues by pairing quantitative and qualitative methods, and be the voice of the customer within blithequark
• Collaborate with internal teams to create and improve troubleshooting workflows and resolve root-cause issues, driving continuous improvement and growth
• Create and maintain an internal knowledge base and help center collateral, ensuring that our customers have access to the information they need

Essential Qualifications

• High school diploma or equivalency certificate, demonstrating a strong foundation in education
• 1+ years of experience in a front-line customer support role, with a proven track record of delivering exceptional customer experiences
• Fluent in English and one of the following languages: Arabic, Azerbaijani, Croatian, Czech, Dutch, French, Georgian, German, Greek, Hebrew, Indonesian, Italian, Japanese, Korean, Malay, Norwegian, Polish, Portuguese, Romanian, Slovak, Spanish, Swedish, Swahili, Tagalog, Turkish, and/or Ukrainian, enabling effective communication with our diverse customer base

Preferred Skills and Experience

• Excellent problem-solving and sleuthing skills, with the ability to go beyond the apparent and available answer to satisfy the customer
• Excellent written and verbal communication skills, with the ability to distill complex concepts into simple explanations and derive satisfaction from resolving customer issues
• Excellent empathy, active listening, and resiliency skills, with the ability to internalize customer concerns and solve them in a positive and professional manner
• Strong attention to detail and time management skills, with a pride in your craft and a commitment to delivering high-quality results
• Willingness and ability to flex weekend and night shift hours as needed to support our growth and ensure seamless customer support
• Experience in a training, learning and development, analytics, service design, vendor management, or content management role, with a strong understanding of the skills and knowledge required to excel in these areas
• Start-up, consulting, or other demonstrated experience in a high-growth, fast-paced environment, with a proven ability to adapt and thrive in dynamic situations
• Technical aptitude, with experience in networking, hardware troubleshooting, software development, or other relevant technical areas, enabling effective support and troubleshooting

Additional Requirements

• Must be available to work scheduled shifts, including holidays, and be flexible with your schedule to ensure seamless customer support
• Must be available to work overtime hours and/or weekends as needed, demonstrating a commitment to delivering exceptional customer experiences
• This is not a remote position and will require relocation if not already local to the Hawthorne, CA area, with a willingness to adapt to a new environment and contribute to the local community
• After 1 week of classroom training M-F 9am-5:30pm, must be available to work 10 hours a day on one of the following shifts:
  • Shift Alpha: Sunday - Monday 10:00 PM - 8:30 AM PST
  • Shift Delta: Friday - Monday 6:00 AM - 4:30 PM PST
  • Shift Echo: Friday- Monday 1:30 PM - 12:00 AM PST

Compensation and Benefits

At blithequark, we offer a competitive compensation package that includes a pay range of $24.00/hour to $27.00/hour, depending on your level of experience and qualifications. Your actual level and base salary will be determined on a case-by-case basis, taking into account your job-related knowledge and skills, education, and experience. In addition to your base salary, you may also be eligible for long-term incentives, such as company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses. You will also receive access to comprehensive medical, vision, and dental coverage, a 401(k) retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Support Associate, you will have access to ongoing training and development opportunities, enabling you to enhance your skills and knowledge and advance your career. You will also have the opportunity to work with a talented and dedicated team, collaborating with internal teams to drive continuous improvement and growth. With a strong focus on innovation and customer satisfaction, you will be part of a dynamic and fast-paced environment that is shaping the future of space technology.

Work Environment and Company Culture

At blithequark, we pride ourselves on our unique and dynamic company culture. We are a team of passionate and dedicated individuals who are committed to making a significant impact on the world. Our work environment is fast-paced and innovative, with a strong focus on collaboration, creativity, and customer satisfaction. We believe in empowering our employees to take ownership of their work and to strive for excellence in everything they do. With a strong commitment to diversity, equity, and inclusion, we are an equal opportunity employer that values and respects the unique perspectives and contributions of all our employees.

Conclusion

If you are a motivated and talented individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Customer Support Associate, you will be part of a dynamic and innovative team that is shaping the future of space technology. With a competitive compensation package, ongoing training and development opportunities, and a unique and dynamic company culture, this is an opportunity not to be missed. Apply now to take the first step in an exciting and rewarding career with blithequark.