Knowledge and Help Center Manager

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

📋 Description

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

• Script, record, and continually update product explainer videos integrated within the Help Center.

• Develop and manage FAQ articles related to product releases to enhance searchability and tagging.

• Collaborate with Product and Product Marketing teams to convert new features into concise, user-friendly documentation within agreed Service Level Agreements (SLAs).

• Conduct regular sync meetings with Sales, Product, and Support teams to ensure alignment on product updates and forthcoming releases.

• Partner with the automation team to maintain the accuracy and effectiveness of the Fin AI agent.

• Leverage ticket data and search analytics to pinpoint and resolve content gaps before they lead to increased support requests.

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

• Facilitate around 3–5 product launches monthly, 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.

• Native or near-native proficiency in written and spoken English.

• Professional fluency in Spanish.

• Demonstrated experience in managing and expanding a Help Center utilizing Intercom, Zendesk, or comparable platforms.

• Strong technical writing capabilities, including the ability to translate intricate product workflows, payment logic, and system behaviors 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.

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

• Ability to manage documentation effectively alongside rapid product releases with a focus on prioritization.

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

• Excellent stakeholder communication skills and confidence in leading recurring syncs while ensuring visibility on updates.

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

• Direct experience with Intercom Help Center and Fin AI is a plus.

• Previous experience in producing educational video content, including screen recording, scripting, and basic editing, is advantageous.

• Familiarity with optimizing knowledge bases for AI-powered support tools is a bonus.

• Background in payments, travel technology, or marketplace platforms is a plus.

• Understanding of SEO/AEO principles and content discoverability is beneficial.

• Experience in measuring ticket deflection and self-service performance is an advantage.

• Must possess full legal authorization to work in a LATAM country via citizenship or residency.

• Visa sponsorship or relocation assistance is not available.

🏝️ Benefits

• Competitive compensation package.

• Full-time - Fixed Term Contract (as an International Contractor).

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

• Amsterdam Program – visit our Amsterdam headquarters for 2-4 weeks each year, staying in one of our WeTravel apartments.

• Work From Anywhere benefit allowing eligible employees to temporarily work from another approved location for up to four weeks per calendar year.

• Comprehensive paid family leave.

• Three paid volunteer days annually.

• 2-week cross-functional onboarding program.

• Access to cutting-edge equipment and tools.

• Coverage for select work-from-home (WFH) equipment.

• Join an international team passionate about travel.

• Monthly payments made in USD.