Experienced Full Stack Supervisor – Starlink Enterprise Customer Support

Join arenaflex, a pioneering space technology company, as we push the boundaries of innovation and exploration. At arenaflex, we believe that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Our revolutionary satellite constellation, Starlink, will deliver low-latency broadband internet worldwide, and we're looking for exceptional leaders to join our team. As a Supervisor in our Starlink Enterprise Customer Support team, you will lead a shift of support associates responsible for rapidly resolving customer issues. You will have responsibility for hiring, personnel development, and developing a culture of operational rigor where our Enterprise customers come first. You will partner with other internal teams to surface and resolve the root cause of issues impacting our customers and will be a critical voice in the development of program strategy.

About arenaflex

arenaflex is a rapidly growing company that is actively developing the technologies to make space travel possible. Our mission is to enable human life on Mars and beyond. We're a company that values innovation, teamwork, and customer satisfaction. Our Starlink satellite constellation will deliver high-speed internet to every corner of the globe, and we're looking for talented individuals to join our team.

Responsibilities

As a Supervisor in our Starlink Enterprise Customer Support team, you will 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

Qualifications

To be successful in this role, you will 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

arenaflex offers a competitive compensation package, including:

• Base salary: $95,000.00 - $115,000.00 per year
• Long-term incentives, in the form of company stock, stock options, or long-term cash awards
• Potential discretionary bonuses
• Ability to purchase additional stock at a discount through an Employee Stock Purchase Plan
• 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
• 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 experienced leader who is passionate about customer satisfaction and operational excellence, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by contacting our Human Resources Department at (310) 363-6000. Apply for this job