Starlink Communications Manager (Customer Knowledge)

The role

This person will own published customer truth including the Help Center, specs, quick-start guides, and Shop copy. They will set the roadmap for content and use analytics to drive setup, accessory purchases, and orders.

What you will do

• Own Help Center, including the roadmap for what to write, improve, merge, and retire
• Modernize how Help Center publishes using Grok for routine drafts and updates
• Scrub Help Center, specs, quick-start guides, and Shop content on every launch
• Own Shop-adjacent copy customers act on
• Place purchase, accessory, and install links in Help Center and attribute orders
• Own Help Center analytics to decide what to write or fix next
• Partner with Consumer Insights on surveys
• Partner with Customer Experience so public pages and support guidance match
• Partner with Localization to make the case for country-specific pages
• Work with the team that owns search to ensure pages are findable

Required qualifications

• Bachelor’s degree
• 5+ years of experience owning customer-facing knowledge content at scale
• Available to work extended hours and/or weekends as needed
• Willingness to travel as needed

Nice to have

• 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
• Comfort with content analytics
• Experience putting product, accessory, or install links in help content and measuring orders
• Experience partnering with localization, support, legal, product, and operations
• Subscription, consumer-hardware, or telecommunications experience
• Familiarity with publishing workflows (CMS, Jira, Confluence, or similar)

Benefits

• Company stock or long-term cash awards
• Potential discretionary bonuses
• Ability to purchase additional stock at a discount through an Employee Stock Purchase Plan
• 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

Before you apply

• 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 eligibl

About the company

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.