Knowledge and Help Center Manager

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

📋 Description

• Taking ownership of the framework, strategy, and quality of content for our Help Center.

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

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

• Writing scripts, recording, and maintaining product explainer videos that are integrated into our Help Center.

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

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

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

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

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

• Producing approximately 3–5 videos each month.

⛳️ Requirements

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

• Fluency in written and spoken English (native or near-native level) is essential.

• Professional fluency in Spanish is required (additional languages are a plus).

• Proven experience in owning and scaling a Help Center using platforms such as Intercom, Zendesk, or comparable tools.

• Strong technical writing skills, able to convert complex product workflows, payment logic, and system behaviors into clear, structured, user-oriented documentation.

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

• Experience in producing educational video content, including screen recording, scripting, and basic editing.

• Comfortable collaborating cross-functionally with Product, Marketing, Sales, and Customer Support teams.

• Ability to manage documentation alongside rapidly evolving product releases with strong prioritization skills.

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

• Exceptional stakeholder communication skills, confident in leading regular syncs and providing visibility on updates.

🏝️ Benefits

• Competitive compensation package.

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

• Generous "Time to Recharge" policy - enjoy unlimited paid time off to relax, recharge, and present your best self.

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

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

• Comprehensive paid family leave.

• Three paid volunteer days annually, allowing you to contribute to causes you care about, at our expense.

• A 2-week cross-functional onboarding program.

• Access to cutting-edge equipment and tools designed to set you up for success.

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

• Be part of an international team that loves to travel and is passionate about adventure and innovation.