Starlink Communications Manager (Customer Knowledge)

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 ofenabling 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 ordersnot 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 didnt 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:

• Bachelors 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:

• Bachelors 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: $120000.00 - $170000.00

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 SpaceXs Affirmative Action Plan for veterans and individuals with disabilities or applicants requiring reasonable accommodation to the application/interview process should reach out to.