Starlink Communications Manager (Customer Knowledge)

SpaceX; Hawthorne (CA); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Stock options

401(k) plan

Medical coverage

Dental coverage

Vision coverage

Disability insurance

Paid parental leave

Paid vacation

Job summary

SpaceX is seeking a Starlink Communications Manager (Customer Knowledge) in Hawthorne, CA to own and optimize published customer content. You will lead Help Center and Shop copy, align with launches, and ensure accuracy across specs, install guides, and related pages.

The role requires strategic content leadership and data-driven publishing decisions. You will partner with Localization, Consumer Insights, and Experience teams to improve findability, translation, and country-specific pages, while

Qualifications

• 5+ years owning customer-facing knowledge content at scale.
• 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.

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 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.

Skills

Content strategy

Technical writing

Edit copy

Analytics

Content roadmap

CMS workflows

Localization collaboration

Education

Bachelor’s degree in communications, journalism, marketing, technical writing, or related field

Tools

Jira

Confluence

Job description

Starlink Communications Manager (Customer Knowledge)

Hawthorne, CA

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 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

• 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.

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As set forth in SpaceX’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

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A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

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