Knowledge and Help Center Manager

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

📋 Description

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

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

• Develop and maintain FAQ articles linked to 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, 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 ensure the Fin AI agent remains accurate and efficient.

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

• Oversee Spanish localization and ensure consistency across different languages.

• Support around 3–5 product launches each month along with weekly minor launches that necessitate Help Center updates.

• Produce approximately 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 fast-paced startup environment.

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

• Professional proficiency in Spanish.

• Proven experience in managing and scaling a Help Center utilizing Intercom, Zendesk, or similar tools.

• Excellent technical writing abilities.

• Capability to convert complex product workflows, payment logic, and system behaviors into clear, organized, user-centric 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 in conjunction with rapid product releases.

• Experience in analyzing support tickets, search queries, and usage data.

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

• Available to work approximately 8:00 AM–4:00 PM ET.

• Must have full legal authorization to work in a LATAM country through citizenship or residency.

• No visa sponsorship or relocation assistance will be provided.

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

• Required application materials include a screen recording or tutorial video created by the applicant.

• Also required: resume and LinkedIn URL.

🏝️ Benefits

• Competitive compensation.

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

• Amsterdam Program — 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 an approved location.

• Extensive paid family leave.

• Three paid volunteer days each year.

• Two-week cross-functional onboarding program.

• Access to cutting-edge equipment and tools.

• Coverage for certain work-from-home equipment.

• Join an international team that loves to travel.

• Full-time fixed-term contract as an international contractor with monthly payments in USD.