Experienced Full Stack Supervisor, Starlink Enterprise Customer Support – Web & Cloud Application Development

At arenaflex, we're revolutionizing the way people connect with the world through our cutting-edge satellite constellation, Starlink. As a key member of our customer support team, you'll play a vital role in ensuring our Enterprise Business and Government customers have an exceptional experience with our low-latency broadband internet services. If you're a seasoned leader with a passion for problem-solving, customer advocacy, and operational excellence, we want to hear from you.

About arenaflex

arenaflex is a pioneering company that's pushing the boundaries of space technology and exploration. Founded under the belief that humanity's future lies among the stars, we're actively developing the technologies to make this possible. Our ultimate goal is to enable human life on Mars, and we're committed to making this vision a reality. As a member of our team, you'll be part of a dynamic and innovative organization that's shaping the future of space exploration and communication.

Job Summary

We're seeking an experienced Full Stack Supervisor to lead our Starlink Enterprise Customer Support team. As a key leader, you'll be responsible for managing a shift of support associates, ensuring they have the skills and resources needed to deliver exceptional customer experiences. You'll work closely with 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. If you're a strong communicator, problem-solver, and leader who thrives in a fast-paced environment, we encourage you to apply.

Responsibilities

As a Full Stack Supervisor, you'll 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

Essential Qualifications

* 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

* 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. Talking with others comes naturally, you derive satisfaction from resolving their issues, and you can distill complex concepts into the simplest explanations. You internalize customer concerns, solve them, and keep it positive
• Strong attention to detail, project management, and organizational skills. You take pride in your craft
• 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 Hawthorne, CA 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 Hawthorne, CA:

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

Compensation and Benefits

* Pay Range: $95,000.00 - $115,000.00 per year

• 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. 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. 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.

How to Apply

If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! Apply for this job