Starlink Communications Manager (Customer Knowledge)

Job description

Job 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

Job requirements

• 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
• 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