Starlink Communications Manager (Customer Knowledge)
Job description
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.
STARLINK COMMUNICATIONS MANAGER (CUSTOMER KNOWLEDGE)
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.
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
BASIC QUALIFICATIONS:
- 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
PREFERRED SKILLS AND EXPERIENCE:
- 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
ADDITIONAL REQUIREMENTS:
- Available to work extended hours and/or weekends as needed
- Willingness to travel as needed
COMPENSATION AND BENEFITS:
Pay Range:
Level 3: $120,000.00 - $170,000.00
Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.
Base salary is just one part of your total rewards package at SpaceX. You may also be eligible for long-term incentives, in the form of company stock or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year. Employees accrue paid sick leave pursuant to Company policy which satisfies or exceeds the accrual, carryover, and use requirements of the law.
ITAR REQUIREMENTS:
- To conform to U.S. Government export regulations, 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 eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
SpaceX is an Equal Opportunity Employer; employment with SpaceX is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.
Applicants wishing to view a copy of SpaceX’s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to [email protected].