Starlink Communications Manager (Customer Knowledge)
Hawthorne · USD 120,000-170,000 · 5+ years experience · Hybrid · Posted Oct 14, 2026
At a glance
- Experience
- 5+ years experience
- Workplace
- Hybrid
- Location
- Hawthorne
- Salary
- USD 120,000-170,000 · Base salary
About the role
- The Starlink Communications Manager (Customer Knowledge) owns the accuracy and effectiveness of customer-facing content, including the Help Center, product specifications, and quick-start guides. This role sets the content roadmap, modernizes publishing workflows, and utilizes analytics to drive customer actions such as accessory purchases and service installations.
Responsibilities
- Own the Help Center roadmap, including writing, improving, merging, and retiring content.
- Modernize publishing workflows using Grok for routine drafts and updates.
- Scrub Help Center, specs, quick-start guides, and Shop content during every launch to ensure accuracy.
- Manage Shop-adjacent copy that influences customer actions, such as shipping timelines.
- Integrate purchase, accessory, and install links into Help Center content and attribute resulting orders and completions.
- Analyze Help Center performance metrics to prioritize content updates and improvements.
- Collaborate with Consumer Insights to analyze survey data and identify content gaps.
- Partner with Customer Experience teams to ensure alignment between public pages and support guidance.
- Work with Localization teams to use data for determining country-specific page requirements.
- Coordinate with search teams to ensure Help Center pages are findable and accurate.
Requirements
- Bachelor’s degree.
- 5+ years of experience owning customer-facing knowledge content at scale.
- Record of improving content accuracy, findability, and utility.
- Must be a U.S. citizen, lawful permanent resident, refugee, or asylee to conform to U.S. Government export regulations.
Preferred qualifications
- 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 and using data to drive publishing decisions.
- Experience measuring conversion from help content links.
- Experience partnering with localization, support, legal, product, and operations teams.
- Subscription, consumer-hardware, or telecommunications experience.
- Familiarity with publishing workflows such as CMS, Jira, or Confluence.
Benefits
- Long-term incentives (company stock or long-term cash awards)
- Discretionary bonuses
- Employee Stock Purchase Plan
- Comprehensive medical, vision, and dental coverage
- 401(k) retirement plan
- Short and long-term disability insurance
- Life insurance
- Paid parental leave
- 3 weeks of paid vacation
- 10 or more paid holidays per year
Workplace
- Willingness to travel as needed.
Skills
- Technical Writing
- Content Analytics
- CMS
- Jira
- Confluence
- Grok
