Starlink Communications Manager (Customer Knowledge)

About SpaceX SpaceX designs, manufactures and launches the world’s most advanced rockets and spacecraft. The company was founded in 2002 by Elon Musk to revolutionize space transportation, with the ultimate goal of making life multiplanetary. SpaceX has gained worldwide attention for a series of historic milestones. It is the only private company ever to return a spacecraft from low-Earth orbit, which it first accomplished in December 2010. The company made history again in May 2012 when its Dragon spacecraft attached to the International Space Station, exchanged cargo payloads, and returned safely to Earth — a technically challenging feat previously accomplished only by governments. Since then Dragon has delivered cargo to and from the space station multiple times, providing regular cargo resupply missions for NASA. For more information, visit www.spacex.com.

SpaceX

SpaceX designs, manufactures and launches the world’s most advanced rockets and spacecraft

Falcon 9 and Falcon Heavy RocketsDragon Cargo and Crew SpacecraftMerlin Rocket EnginesDraco and SuperDraco ThrustersPICA-X high performance heat shield materialand Satellite Development

S

spacex.com

1,001-5,000 employees

Aviation and Aerospace Component Manufacturing

Hawthorne, California

2002

Privately Held

3.6M LinkedIn followers

Raised $37.5B

• 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.
• 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

Required

• 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
• Available to work extended hours and/or weekends as needed
• Willingness to travel as needed

Preferred

• 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

• 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.