Experienced Full Stack Supervisor – Starlink Enterprise Customer Support

Join arenaflex, a pioneering company at the forefront of space exploration and satellite technology, as we revolutionize the way the world communicates. As a Supervisor in our Starlink Enterprise Customer Support team, you will play a critical role in ensuring our customers receive exceptional service and support. If you're a seasoned leader with a passion for delivering outstanding results, we want to hear from you.

About arenaflex

arenaflex is a leading innovator in the space industry, with a mission to make humanity a multi-planetary species. Our Starlink satellite constellation is designed to provide low-latency broadband internet to people around the world. As a member of our team, you'll be part of a dynamic and fast-paced environment that's pushing the boundaries of what's possible.

Job Summary

We're seeking an experienced Full Stack Supervisor to lead our Starlink Enterprise Customer Support team. As a Supervisor, you'll be responsible for managing a team of support associates, ensuring they have the skills and knowledge to deliver exceptional customer service. You'll work closely with internal teams to resolve customer issues, develop training programs, and improve operational efficiency. If you're a strong leader with excellent communication skills and a passion for problem-solving, we want to hear from you.

Responsibilities

As a Supervisor in our Starlink Enterprise Customer Support team, you'll be responsible for:

• Leading a team of support associates, providing guidance, coaching, and feedback to ensure they meet performance expectations
• Managing a workforce of 25+ hourly employees, located in three physical sites in Texas, California, and Washington
• Developing and implementing training programs to improve customer service skills and knowledge
• Collaborating with internal teams to resolve customer issues and improve operational efficiency
• Utilizing quantitative and qualitative methods to understand the root cause of new and trending issues
• Developing triage methods and troubleshooting playbooks to improve resolution speed and first-touch resolution
• Leading cost-saving opportunities, identifying internal/external cost reductions and optimization opportunities
• 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 to measure end-customer and internal team successes
• Actively monitoring and growing the workforce, ensuring team members are challenged and performing at expected standards

Qualifications

To be successful in this role, you'll 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
• 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
• Excellent written and verbal communication skills, with the ability to distill complex concepts into simple explanations
• Strong attention to detail, project management, and organizational skills
• Technical aptitude, with experience in networking, hardware troubleshooting, software development, or similar areas
• 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

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
• Strong problem-solving skills, with the ability to think critically and outside the box
• Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines

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 Hawthorne, CA area
• Must be available for one of the following on-site shifts in Hawthorne, CA:

+ Bravo Shift: Mon - Thu 10:30 - 21:00 PST + Falcon Shift: Tue - Fri 07:00 - 17:30 PST

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 and the 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

How to Apply

If you're a motivated and experienced leader with a passion for delivering exceptional results, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job