Experienced Customer Support Associate – Starlink Satellite Constellation

At arenaflex, we're revolutionizing the way people connect with the world. Our Starlink satellite constellation is poised to deliver low-latency broadband internet to every corner of the globe. As a key member of our Customer Support team, you'll be the face of Starlink to our customers, ensuring they have an exceptional experience. If you're a problem-solver with a passion for delivering top-notch support, we want to hear from you.

About arenaflex

arenaflex is a pioneering company that's pushing the boundaries of space technology. Founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not, we're actively developing the technologies to make this possible. Our ultimate goal is to enable human life on Mars, and we're making significant strides towards achieving this vision.

The Role

As an Experienced Customer Support Associate on our Starlink team, you'll be responsible for triaging, troubleshooting, and resolving customer issues across multiple channels (inbound/outbound calls, chat, email). You'll analyze trends, identify gaps, and design simple, effective support interventions that improve the customer's experience. Our ideal candidate is an excellent problem-solver who moves quickly and proactively, with a relentless focus on customer satisfaction.

Key Responsibilities

* Triage and resolve customer issues across multiple channels (inbound/outbound calls, chat, email)

• Provide technical support to customers using hardware, software, and network expertise
• Be a relentless internal advocate for the customer within arenaflex, understanding customer concerns, addressing them, and ensuring their satisfaction
• Surface product, process, and training issues by pairing quantitative and qualitative methods
• Collaborate with internal teams to create and improve troubleshooting workflows and identify root causes of issues
• Create and maintain an internal knowledge base and help center collateral

Essential Qualifications

* High school diploma or equivalency certificate

• 1+ years of experience in a front-line customer support role and/or customer service

Preferred Skills and Experience

* 6+ months of customer support via phone, chat, email, voice, etc.

• Excellent problem-solving and sleuthing skills
• Ability to exceed the obvious and available solution, to do whatever it takes to satisfy the customer by being relentless and taking ownership
• Excellent written and verbal communication skills
• Ability to work within a team environment
• Excellent empathy, active listening, and resiliency skills
• Strong attention to detail and excellent time management
• Experience in a training, learning and development, analytics, service design, vendor management, or content management role
• Demonstrated experience in a high-growth, fast-paced environment
• Technical aptitude – experience with networking, hardware troubleshooting, software development, etc.
• Written/verbal business fluency in English

Additional Requirements

* Must be willing to work all shifts, overtime, holidays, and/or weekends as needed

• This is not a remote position, is onsite at the Hawthorne facility, and will require relocation if not already local to the Hawthorne, CA area
• Computer skills and experience working with customer support tools
• Strong Attendance is an essential function of the role

Shift Options

* 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

* Pay Range: + Level 1: $22.00/hour + Level 2: $23.00/hour + Level 3: $25.00/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 arenaflex. 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 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.

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. Learn more about the ITAR

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. Applicants wishing to view a copy of arenaflex's Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to If you're a motivated and customer-focused individual who is passionate about delivering exceptional support, we encourage you to apply for this exciting opportunity to join our arenaflex team. Apply for this job