Social Media Support Process Specialist, Customer Success (Starlink)

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