Social Media Support Process Specialist, Customer Success (Starlink) - SpaceX

SOCIAL MEDIA SUPPORT PROCESS SPECIALIST, CUSTOMER SUCCESS (STARLINK) 

One of the most ambitious missions that SpaceX has undertaken to date, the Starlink satellite constellation, is committed to providing reliable, high-speed internet access to the entire world. SpaceX is looking for a Social Media Support Process Specialist to develop and oversee a new social media customer team. In this role you’ll be responsible for developing the end-to-end support experience for customers that share Starlink feedback on social channels. The includes partnering with frontline operations to define rules of engagement, success metrics, playbooks, and escalation paths. You will also serve as the primary system administrator for Sprinklr, the application used to listen and respond to customers.  

RESPONSIBILITIES:

• Develop and oversee the end-to-end support strategy for helping customers on social media platforms inclusive of creating models for identifying actionable post, defining voice and style, establish workflows, measuring success
• Serve as the company’s primary subject matter expert and administrator of our social media support application, Sprinklr
• Elevate the voice of the customer by building targeted social listening dashboards
• Partnering with corporate communications to develop a community management strategy across platforms like Discord and Reddit
• Collaborate with the broader customer support organization to identify and eliminate defect that impact the customer experience

BASIC QUALIFICATIONS:

• Bachelor’s degree OR 4+ years of professional experience in customer operations, social media, production or manufacturing in lieu of a degree
• 2+ years of professional experience working in a customer support organization in a leadership or program management environment

PREFERRED SKILLS & EXPERIENCE: 

• Hands-on expertise administering Sprinklr end-to-end, from system setup and security configurations to advanced reporting and automation
• Demonstrated passion for social media engagement and community management, building and nurturing audiences through content strategy and interactive campaigns
• Skilled in developing scalable processes that drive operational efficiency, using methodologies like Lean, Six Sigma, or Agile to align with business objectives
• Adept at cross-functional collaboration with Communications, Operations, and executive teams to align strategies, resolve issues, and drive initiatives
• Willingness to dive deep into technical topics and data analytics
• Demonstrated ability to jump into ill-defined problem spaces and drive positive outcomes
• Demonstrated capability to parse technical subjects on a deep level
• Experience in data analysis using Python and SQL, R, or similar languages
• Self-starter attitude, energy, and the ability to communicate effectively across business and technical disciplines
• Excellent verbal and written communication skills
• Ability to apply first principles to business problems
• Ambitious and hungry to grow with a thriving company
• Willing to put in the extra hours and lean into to the next problem that needs to be solved

ADDITIONAL REQUIREMENTS:

• Must be available to work extended hours and/or weekends as needed to support critical milestones or operations shifts
• Some travel to SpaceX sites may be required