Customer Support Associate, Bilingual

About the role

This position places you at the forefront of the Starlink user journey, where your daily interactions directly shape the perception of our satellite internet service. You will serve as the primary point of contact for customers, owning the end-to-end resolution of their inquiries with a focus on quality and clarity. In this role, you are responsible for not just answering questions, but for actively listening to understand the specific context and needs of each user. You will partner with internal engineering and product teams, using your frontline insights to identify systemic issues and drive iterative improvements to our support processes. The work requires a proactive mindset where you diagnose problems, guide users through solutions, and document your findings to build a more robust knowledge base. You will be instrumental in advocating for the customer experience, ensuring that user voices are heard during cross-functional discussions and decision-making. Success in this position means contributing to higher customer satisfaction scores and helping to refine the overall support workflow for the Starlink program. Your role is critical in bridging the gap between our technology and the diverse users relying on our network for connectivity.

Key facts

What you'll do

• Manage and resolve user inquiries through voice and digital channels, ensuring timely and accurate responses.
• Provide technical assistance regarding network connectivity, software, and hardware, walking users through diagnostic steps.
• Identify and report recurring product or process issues to internal teams to drive improvements and reduce future friction.
• Build and update internal knowledge base articles and help center documentation to reflect current solutions and procedures.
• Advocate for the customer experience during internal cross-functional meetings, translating user feedback into actionable insights.
• Analyze support trends to uncover root causes and contribute to the development of preventative measures.
• Perform initial user onboarding support to ensure new customers can successfully activate and utilize their service.
• Escalate complex technical cases to specialized teams while maintaining clear communication with the customer throughout the process.
• Monitor system updates and changes to provide accurate information to users regarding service status and known issues.
• Collaborate with team members during shift handovers to share critical information and ensure continuity of customer support.
• Maintain meticulous records of all customer interactions in the designated tracking system for future reference and reporting.
• Support the continuous improvement of support scripts and procedures based on real-world user interactions and evolving products.
• Utilize diagnostic tools and internal resources to troubleshoot issues efficiently and reduce average resolution time.
• Represent SpaceX professionalism and empathy in every customer interaction to build trust and brand loyalty.

Requirements

• High school diploma or equivalent.
• Minimum 1 year of experience in a front-line customer support position.
• Fluency in both English and Vietnamese.
• Ability to work on-site in Bastrop, TX.
• Availability to work weekends, holidays, and overtime as required.
• Completion of initial training (Monday to Friday, 9AM to 5:30PM) followed by a 10-hour shift schedule (Saturday to Wednesday 3:30PM to 2AM, Monday to Friday 3:30PM to 2AM, or Sunday to Thursday 7PM to 4AM).
• Must be a U.S. citizen, lawful permanent resident, refugee, or asylee due to the ITAR-regulated nature of the work.
• Must be able to relocate to the Bastrop, TX area if you are not already local to the region.
• Must possess the authorized work eligibility in the United States as mandated by the International Traffic in Arms Regulations.
• Must adhere to all SpaceX policies, safety procedures, and code of conduct while representing the company.

Nice to have

• Background in service design, analytics, training, or content management.
• Experience working in fast-paced startup or consulting environments.
• Technical knowledge in hardware troubleshooting, networking, or software development.
• Strong aptitude for simplifying complex technical concepts for users.

Practical notes

• This position is subject to ITAR regulations. Applicants must be U.S. citizens, lawful permanent residents, refugees, or asylees.
• Relocation to the Bastrop, TX area is required if not already local.
• SpaceX is an Equal Opportunity Employer.