Knowledge and Help Center Manager

📋 Description

• Responsible for the organization, strategy, and quality of content in our Help Center.

• Developing and updating FAQ articles associated with product launches, enhancing searchability and tagging.

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

• Scripting, recording, and updating product explainer videos to be embedded in our Help Center.

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

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

• Utilizing ticket data and search analytics to address content gaps before they escalate into support volume.

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

• Supporting approximately 3–5 product launches each month, along with weekly smaller launches necessitating Help Center updates.

• 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 high-growth startup environment.

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

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

• Demonstrated experience in managing and scaling a Help Center using platforms like Intercom, Zendesk, or comparable systems.

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

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

• Experience in producing educational video content (screen recording, scripting, basic editing).

• Comfortable working collaboratively across various functions, including Product, Marketing, Sales, and Customer Support teams.

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

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

• Excellent stakeholder communication skills, with confidence in leading recurring syncs and promoting 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 perform at your best.

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

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

• Comprehensive paid family leave policy.

• Three paid volunteer days annually, allowing you to contribute to causes you care about, on us.

• 2-week cross-functional onboarding program to help you integrate smoothly.

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

• Cambly support for colleagues whose first language is not English.

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