Knowledge and Help Center Manager

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

📋 Description

• Take ownership of the framework, strategy, and content quality of WeTravel’s Intercom Help Center.

• Develop, record, and manage product explainer videos integrated into the Help Center.

• Generate and update FAQ articles associated with product launches.

• Enhance the searchability and tagging of the Help Center.

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

• Facilitate regular sync meetings with Sales, Product, and Support teams to stay aligned on product modifications and upcoming launches.

• Cooperate 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 volume.

• Oversee the Spanish localization and consistency of Help Center content.

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

• Produce around 3–5 videos monthly.

⛳️ Requirements

• 4–7+ years of experience in Knowledge Management, Technical Writing, Help Center Management, or Product Education.

• Background in a SaaS, fintech, marketplace, or rapidly growing startup environment.

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

• Professional proficiency in Spanish.

• Experience managing and scaling a Help Center utilizing Intercom, Zendesk, or similar platforms.

• Exceptional technical writing skills, including the ability to clarify complex product workflows, payment logic, and system functionalities into well-structured documentation.

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

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

• Capable of managing documentation alongside rapid product releases.

• Experience analyzing support tickets, search queries, and usage metrics.

• Strong stakeholder communication skills and confidence in leading recurring syncs.

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

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

• No visa sponsorship or relocation assistance will be provided.

• Ability to create video content and provide voice-over for screen recordings.

• Submission of a required screen recording or tutorial video sample as part of the application.

🏝️ Benefits

• Competitive compensation.

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

• Amsterdam Program — an opportunity to visit the Amsterdam HQ for 2–4 weeks every year, staying in a WeTravel apartment.

• Work From Anywhere benefit — up to four weeks per calendar year to work temporarily from another approved location.

• Comprehensive paid family leave.

• Three paid volunteer days each year.

• 2-week cross-functional onboarding program.

• Access to cutting-edge equipment and tools.

• Coverage for certain work-from-home equipment.

• An international team that shares a passion for travel.

• Monthly payments in USD under a B2B contractor agreement.