Knowledge and Help Center Manager

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

📋 Description

• Taking ownership of the organization, strategy, and quality of content within our Help Center.

• Developing and updating FAQ articles related to product launches, enhancing searchability and tagging.

• Collaborating with Product and Product Marketing teams to transform new features into clear, user-oriented documentation within agreed service level agreements (SLAs).

• Scripting, recording, and updating product explainer videos integrated into our Help Center.

• Conducting regular meetings with Sales, Product, and Support teams to ensure alignment on changes and upcoming developments.

• Collaborating closely with our automation team to maintain the accuracy and effectiveness of the Fin AI agent.

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

• Overseeing the Spanish localization of Help Center content, ensuring consistency across different languages.

• Assisting with approximately 3–5 product launches monthly, along with weekly smaller launches that require Help Center updates.

• Producing around 3–5 videos each month.

⛳️ Requirements

• Possess 3–5+ years of experience in Knowledge Management, Technical Writing, Help Center Management, or Product Education within a SaaS, fintech, marketplace, or high-growth startup setting.

• Be fluent in both written and spoken English (native or near-native proficiency).

• Have professional fluency in Spanish (additional languages are a plus).

• Demonstrate proven experience in owning and scaling a Help Center using platforms such as Intercom, Zendesk, or similar tools.

• Exhibit strong technical writing capabilities, able to convert complex product workflows, payment logic, and system behaviors into clear, structured, user-centered documentation.

• Show experience in creating structured, searchable, and AI-optimized content (LLM-aware formatting, semantic structuring, question-based headings).

• Have a background in producing educational video content (including screen recording, scripting, and basic editing).

• Be comfortable working collaboratively across various departments including Product, Marketing, Sales, and Customer Support.

• Manage documentation effectively alongside rapid product releases, demonstrating strong prioritization skills.

• Analyze support tickets, search queries, and usage data to guide content strategy.

• Possess strong communication skills, with the confidence to lead recurring meetings and ensure visibility on updates.

🏝️ Benefits

• Attractive compensation package.

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

• Generous "Time to Recharge" policy - enjoy unlimited paid time off to rest, recharge, and perform at your best.

• Amsterdam Program – visit us in Amsterdam (HQ) for 2-4 weeks annually, staying in one of our WeTravel apartments.

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

• Extensive paid family leave.

• Three paid volunteer days each year, allowing you to give back to causes you care about, on us.

• Two-week cross-functional onboarding program.

• Access to cutting-edge equipment and tools to ensure your success.

• Cambly support for colleagues who do not have English as their first language.

• Join an international, travel-loving team that shares a passion for adventure and innovation.