Knowledge and Help Center Manager

This is a fully remote position, open to applicants in Argentina.

📋 Description

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

• Transform the Help Center into a scalable, searchable, and impactful resource for product education.

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

• Develop and maintain FAQ articles associated with product launches.

• Enhance the searchability and tagging system of the Help Center.

• Collaborate with Product and Product Marketing teams to convert new features into clear documentation within agreed Service Level Agreements (SLAs).

• Conduct regular sync meetings with Sales, Product, and Support teams to stay aligned on product updates and future releases.

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

• Utilize ticket data and search analytics to identify and address content gaps before they lead to increased support requests.

• Oversee Spanish localization and ensure consistency across different languages.

• Assist with approximately 3–5 product launches each month, along with weekly smaller launches that require updates to the Help Center.

• Produce around 3–5 videos monthly.

• Influence how travel organizers comprehend and utilize WeTravel’s travel platform.

⛳️ Requirements

• 4–7+ years of experience in Knowledge Management, Technical Writing, Help Center Management, or Product Education within a SaaS, fintech, marketplace, or rapidly growing startup environment.

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

• Professional proficiency in Spanish.

• Proven experience managing and scaling a Help Center using Intercom, Zendesk, or comparable platforms.

• Excellent technical writing abilities.

• Capability to convert complex product workflows, payment processes, and system functionalities into clear, structured, user-centric documentation.

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

• Strong cross-functional collaboration skills with Product, Marketing, Sales, and Customer Support teams.

• Ability to manage documentation in line with fast-paced product releases.

• Familiarity with analyzing support tickets, search queries, and usage statistics.

• Exceptional communication skills with stakeholders and confidence in conducting regular sync meetings.

• Availability to work adjusted or early hours aligned with the US East Coast, approximately from 7:00 AM to 3:00 PM ET.

• Full legal authorization to work in a LATAM country through citizenship or residency.

• No visa sponsorship or relocation assistance offered.

• Comfortable creating video content and providing voice-over for screen recordings.

• Required application materials include a resume, LinkedIn URL, and a screen recording or tutorial video created by the applicant.

🏝️ Benefits

• Competitive compensation package.

• Full-time fixed-term contract as an international contractor.

• Unlimited paid time off under the “Time to Recharge” policy.

• Amsterdam Program: travel to the Amsterdam headquarters for 2–4 weeks annually, staying in WeTravel accommodations.

• Work From Anywhere benefit: allows up to four weeks per calendar year from an approved alternate location.

• Comprehensive paid family leave.

• Three paid volunteer days each year.

• Two-week cross-functional onboarding program.

• Access to state-of-the-art equipment and tools.

• Coverage for specific work-from-home equipment expenses.

• An international team passionate about travel.

• Monthly payments made in USD.