Summary
Overview
Work History
Skills
Timeline
Generic

Kristofer Deiz

Los Angeles,CA

Summary

Resourceful Customer Support Specialist with proven experience at SpaceX in Safety and Customer Retention, demonstrating a capacity for resolving high-priority customer issues and enhancing internal processes. Expertise in project management, highlighted by founding and scaling a successful online game on Roblox, alongside leading an international development team and building a vibrant community of over 147k members. Strong communication, problem-solving, and leadership skills drive a commitment to delivering innovative, customer-centric solutions.

Overview

4
4
years of professional experience

Work History

Customer Support Specialist II

SpaceX
Los Angeles, USA
12.2023 - Current
  • Worked sensitive Safety Escalation support inquiries, troubleshooting hardware and manually creating return labels to get hardware back for root cause analysis
  • Became POC on team for Safety processes, bringing new updates to the team and regularly inputting tickets to update internal processes based on trends to further enhance customer experience and reduce pain points
  • Worked cross functionally between hardware reliability, engineering and process planners to create more streamlined approaches to resolving customer inquiries
  • Trained and coached associates on ticket best practices, both through email communication and phone support
  • Actively listened and resolved customer inquiries, understanding customer pain points and attempting to save customers
  • Brought back different trends/ reasonings for cancellations, and brainstormed ideas with the team on strategies to retain customers
  • Provided phone support, offering real time solutions to their issues and pitching different service plans and options to retain customers
  • Retained over $1,000+ in subscriptions, and inputted tickets to update internal documentation to help better prepare associates for customer retention calls

Customer Support Specialist I

SpaceX
08.2023 - Current
  • Worked troubleshooting queues, utilizing internal tools and documentation to resolve inquiries
  • Regularly recognized as a top performer, resolving 30-50 tickets daily while maintaining a 4.5+ CSAT score
  • Selected to triage support requests for a new product roll out, recognizing new trends and escalating them appropriately to engineering

Project Manager & Founder

Roblox (Passion Project)
05.2021 - 12.2023
  • Responsible for the creation of the game, using original ideas inspired by Japanese urban legends.
  • Recruited a team of eight international developers and over twenty-one staff members on the Discord platform.
  • Scheduling meetings for developers and staff across different time zones, accommodating both domestic and international time zones, for the overall team calendar.
  • Leading game development and all team meetings to provide updates, troubleshoot issues, and ensure that deadlines are being met.
  • Learning technical terminology to better communicate with developers, to deliver feedback effectively.
  • Owning the social media advertising of the game and gaining over 147.3k TikTok followers, with upwards of 5.6M views, and 5M views on YouTube.
  • Growing to 150k subscribers on the Roblox platform, with over 15M player visits, and over 310k player favorites, resulted in creating a community of 7k members on the Discord platform.
  • Responsible for building an online game business with positive revenue through monetization.

Skills

  • Google Suite
  • Microsoft Office
  • JIRA
  • Confluence
  • Grafana
  • Scheduling
  • Project Management
  • Process improvement

Timeline

Customer Support Specialist II

SpaceX
12.2023 - Current

Customer Support Specialist I

SpaceX
08.2023 - Current

Project Manager & Founder

Roblox (Passion Project)
05.2021 - 12.2023

Similar Profiles

CREATE PROFILE
Kristofer Deiz