Knowledge and Help Center Manager

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

📋 Description

• Responsible for the structure, strategy, and quality of content within our Help Center.

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

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

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

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

• Working in close partnership 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 the Spanish localization of Help Center content and ensuring consistency across different languages.

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

• Producing around 3–5 videos monthly.

⛳️ Requirements

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

• Fluent in written and spoken English (native or near-native proficiency).

• Professionally fluent in Spanish (knowledge of additional languages is a plus).

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

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

• Proven 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 across various functions, including Product, Marketing, Sales, and Customer Support teams.

• Capable of managing documentation alongside rapid product releases with strong prioritization abilities.

• Familiar with analyzing support tickets, search queries, and usage data to inform content strategy.

• Excellent stakeholder communication skills; confident in leading recurring sync meetings 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 rest, rejuvenate, and perform at your best.

• 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 each year, allowing you to contribute to causes you care about, on us.

• A 2-week cross-functional onboarding program.

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

• Cambly available for colleagues for whom English is not their first language.

• Join an international, travel-loving team passionate about adventure and innovation.