Knowledge and Help Center Manager

This is a fully remote position, open to applicants in Alaska, +4 more states.

📋 Description

• Take charge of the structure, strategy, and quality of content for WeTravel's Intercom Help Center.

• Script, record, and oversee the maintenance of product explainer videos integrated into the Help Center.

• Develop and sustain FAQ articles related to product releases, enhancing searchability and tagging.

• Collaborate with Product and Product Marketing to convert new features into clear, user-friendly documentation within pre-defined SLAs.

• Conduct regular sync meetings with Sales, Product, and Support teams to stay aligned on changes and upcoming releases.

• Partner with the automation team to ensure the Fin AI agent remains accurate and effective.

• Utilize ticket data and search analytics to identify and resolve content gaps before they contribute to support volume.

• Oversee the Spanish localization of Help Center content while ensuring consistency across languages.

• Support roughly 3–5 product launches each month, along with weekly smaller launches necessitating Help Center updates.

• Produce approximately 3–5 videos each month.

⛳️ Requirements

• 4–7+ years of experience in Knowledge Management, Technical Writing, Help Center Management, or Product Education within a SaaS, fintech, marketplace, or high-growth startup setting.

• Fluent in written and spoken English at a native or near-native level.

• Professional fluency in Spanish.

• Demonstrated experience in managing and scaling a Help Center using Intercom, Zendesk, or similar platforms.

• Excellent technical writing abilities, including the capacity to translate complex product workflows, payment logic, and system behaviors into clear, structured, user-focused documentation.

• Experience in creating structured, searchable, and AI-optimized content, including LLM-aware formatting, semantic structuring, and question-based headings.

• Comfortable collaborating with Product, Marketing, Sales, and Customer Support teams.

• Ability to manage documentation alongside rapid product releases with effective prioritization.

• Experience analyzing support tickets, search queries, and usage data to shape content strategy.

• Strong communication skills with stakeholders and confidence in conducting recurring syncs.

• Willingness to work adjusted/early East Coast hours, approximately 7:00 AM–3:00 PM ET.

• Full legal authorization to work in the US; citizenship or residency required.

• No visa sponsorship or relocation assistance available.

• Bonus: direct experience with Intercom Help Center and Fin AI.

• Bonus: skills in educational video production, including screen recording, scripting, and basic editing.

• Bonus: background in optimizing knowledge bases for AI-powered support tools.

• Bonus: familiarity with payments, travel tech, or marketplace platforms.

• Bonus: understanding of SEO/AEO principles and content discoverability.

• Bonus: experience in measuring ticket deflection and self-serve performance.

• Applicants must reside outside Alaska, California, Colorado, New York, and Washington.

🏝️ Benefits

• Competitive compensation.

• 100% employer-covered HDHP medical, DHMO dental, and standard vision coverages or a selection of plans that fit your needs.

• Generous "Time to Recharge" policy with unlimited paid time off.

• Amsterdam Program: spend 2–4 weeks each year at the Amsterdam HQ, staying in a WeTravel apartment.

• Opportunity to work remotely for up to 4 weeks each calendar year.

• Comprehensive paid family leave.

• Three paid volunteer days each year.

• 2-week cross-functional onboarding program.

• Join an international team that loves to travel.

• Employer-sponsored 401(k) plan with a 2% company match.