Technical Care Tier 2 Supervisor, Leo Customer Support

Project Leo is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Leo will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.

The Leo Customer Support team is hiring a Supervisor for the Tier 2 Technical Care Agent (TCA) team to help transform the delivery experience for customers with unprecedented quality, efficiency and scale. Our team is actively seeking motivated, talented, and customer obsessed individuals who are eager to build and improve the experience of Leo customers. They will own the customer satisfaction journey from base case customer contacts through complex exceptions and escalation path customer issues.

Key job responsibilities
• Help build, lead, and motivate a team of Tier 2 Leo TCAs responsible for delivering exceptional support to Leo B2C, SMB, and Field Service partners while achieving performance targets.
• Provide ongoing coaching, training, and feedback to team members to enhance their skills and capabilities.
• Oversee daily operations of the customer service department, including managing inbound inquiries and resolving customer issues.
• Handle escalated customer inquiries or complaints with professionalism and empathy, seeking resolution to ensure customer satisfaction.
• Develop and implement strategies to improve efficiency, productivity, and customer satisfaction levels.
• Analyze customer feedback and data to identify trends, opportunities, and areas for improvement.
• Conduct regular audits of customer interactions and provide feedback for improvement.
• Collaborate with other departments, such as Learning and Development, Field Support, and Outsource Partners to ensure alignment and coordination in delivering a seamless customer experience.
• Maintain accurate records of customer interactions, transactions, and inquiries using the Leo CRM system and trouble ticketing tools.
• Monitor and analyze key performance indicators (KPIs) to ensure service level agreements (SLAs) are met
• Ability to work flexible Full-Time (40+ hours per week) schedule

A day in the life
As team supervisor, you will oversee a group of specialized agents tasked with resolving complex customer issues and escalations including account management, technical support, safety concerns, social media interactions, fraud prevention, installation services, and general customer support. The agents will be operating using several languages to best service our European customers. Through collaboration with internal and external stakeholders, you will develop customer-centric solutions. Your team will serve as the primary identifier of emerging issues and trends affecting Leo customer satisfaction, while contributing to process refinements and product improvements that drive continuous improvements.

This position may require access to information, technology, or hardware that is subject to export control laws and regulations, including the Export Administration Regulations (EAR) and the International Traffic in Arms Regulations (ITAR). Employment in this position is contingent upon obtaining any required export licenses or other approvals from the United States government. As such, the successful candidate must be eligible to obtain any necessary export licenses or approvals based on their nationality, citizenship, and any other factors considered by the applicable export control regulations.

About the team
Global Consumer Operations is the worldwide ops team supporting Leo customers . Our mission is to plan, develop and execute on strategies to launch and operate Leo services globally through multiple distribution channels. Through regional and local country operations, our team is responsible for delivering revenue from residential and small business broadband services. On a global level, regional and country level, the team develops business models, local and regional partnerships and fixed service operations in service enabled countries.

Basic Qualifications

- 2+ years of management experience
- Experience using Windows/MS Office (i.e. Outlook, Excel)
- Experience in Business English skills, both verbal and written
- 3+ years of using a CRM (Customer Relationship Management) tool experience
- Experience with data/analytics and using data to make decisions
- 5 years Customer Support Experience

Preferred Qualifications

- Bachelor's degree

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