Starlink Communications Manager (Customer Knowledge)

SpaceX•Hawthorne, CA

2d•$120,000 - $170,000

About The Position

Starlink Consumer Communications is hiring a Communications Manager to own published customer truth: Help Center, specs, quick-start guides, Shop copy, and the increasing number of product and service-launch scrubs that keep those channels accurate. This person owns whether Help Center is accurate, easy to find, and useful. They set the roadmap (what we add, fix, and retire), modernize how content is published, and use analytics so Help Center drives setup, accessory purchases, professional and self-install, and orders—not only answers questions.

Requirements

Bachelor’s degree
5+ years of experience owning customer-facing knowledge content (help center, support content, product docs, or similar) at scale, with a record of improving accuracy, findability, and use of that content

Nice To Haves

Bachelor’s degree in communications, journalism, marketing, technical writing, or a related field
Demonstrated ability to write and edit clear customer-facing copy
Experience running a content roadmap: prioritizing, launching, merging, and retiring pages
Comfort with content analytics (visits, engagement, conversion, drop-off) and using data to decide what to publish
Experience putting product, accessory, or install links in help content and measuring the orders or completions that follow
Experience partnering with localization, support, legal, product, and operations
Subscription, consumer-hardware, or telecommunications experience
Familiarity with publishing workflows (CMS, Jira, Confluence, or similar) and with speeding up routine updates

Responsibilities

Own Help Center, including the roadmap for what we write, improve, merge, and retire
Modernize how Help Center publishes, using Grok for routine drafts and updates, with this role approving what goes live
On every launch, scrub Help Center, specs, quick-start guides, and Shop content so they match live hardware, plans, and install
Own Shop-adjacent copy customers act on (including shipping timelines and similar facts)
Place purchase, accessory, and install links in Help Center and attribute orders, accessory sales, and install completions that start from those pages
Own Help Center analytics (visits, time on page, drop-off, conversion by country) and use that to decide what to write or fix next, including photos, video, kit swap, setup, and plan explainers
Partner with Consumer Insights on surveys: what people didn’t understand, which pages failed, what to fix next
Partner with Customer Experience so public pages and support guidance match
Partner with Localization and use data (analytics, tickets, conversion by country) to make the case for country-specific pages
Work with the team that owns search so Help Center pages are findable and accurate in search

Benefits

comprehensive medical, vision, and dental coverage
access to a 401(k) retirement plan
short and long-term disability insurance
life insurance
paid parental leave
various other discounts and perks
3 weeks of paid vacation
10 or more paid holidays per year
paid sick leave
long-term incentives, in the form of company stock or long-term cash awards
potential discretionary bonuses
ability to purchase additional stock at a discount through an Employee Stock Purchase Plan