Knowledge and Help Center Manager

WeTravel, Inc.

Job Overview

Location

Portugal

Job Type

Full-time

Full Job Description

📋 Description

• Own the end-to-end strategy, structure, and content quality of WeTravel’s Intercom Help Center, ensuring it functions as a scalable, searchable, and high-impact product education engine for thousands of travel organizers.
• Create, update, and maintain clear, user-friendly FAQ articles aligned with product releases, ensuring accurate tagging, searchability, and alignment with customer search behavior.
• Partner directly with Product and Product Marketing teams to translate new feature launches into timely, accurate, and accessible documentation, meeting agreed SLAs for each of approximately 3–5 monthly product launches.
• Script, record, and maintain product explainer videos (3–5 per month) embedded within the Help Center to enhance user comprehension and reduce support dependency.
• Run recurring cross-functional syncs with Sales, Product, Marketing, and Customer Support teams to align on product changes, content updates, and upcoming releases, ensuring consistent messaging and timely documentation.
• Collaborate with the automation team to maintain the accuracy and effectiveness of the Fin AI agent by optimizing knowledge base content for LLM interpretation, including semantic structuring and question-based headings.
• Proactively identify and close content gaps using ticket data, search analytics, and user behavior metrics to prevent avoidable support volume and improve self-service adoption.
• Manage Spanish-language localization of Help Center content, ensuring linguistic accuracy, cultural relevance, and consistency with English materials.
• Monitor and analyze support ticket trends, search query patterns, and help center usage data to inform iterative improvements in content structure, navigation, and terminology.
• Produce and maintain documentation for complex workflows including payments logic, platform features, and system behaviors, translating technical details into intuitive, non-technical language for end users.
• Optimize Help Center content for AI-powered support tools by applying LLM-aware formatting, structured metadata, and clear, question-targeted headings to maximize AI answer accuracy.
• Support weekly smaller product updates requiring rapid documentation adjustments, maintaining agility and precision in a fast-paced product environment.
• Ensure all Help Center content adheres to brand voice, usability standards, and accessibility best practices while remaining adaptable to evolving user needs.
• Drive continuous improvement of the Help Center as a core product experience, treating documentation as a product with measurable impact on customer success and support volume.
• Manage content calendars and workflows to balance competing priorities across multiple product teams without sacrificing quality or timeliness.
• Act as the central point of contact for all Help Center-related content, ensuring stakeholders across departments have visibility into updates and can easily access the latest guidance.
• Contribute to the development of self-serve performance metrics, including ticket deflection rates and user engagement with help content.

🎯 Requirements

• 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 written and spoken English (native or near-native level).
• Professionally fluent in Spanish.
• Proven experience owning and scaling a Help Center using platforms like Intercom, Zendesk, or similar.
• Strong technical writing skills with ability to translate complex product workflows, payments logic, and system behaviors into clear, user-focused documentation.
• Demonstrated experience building AI-optimized content using LLM-aware formatting, semantic structuring, and question-based headings.

🏖️ Benefits

• Attractive compensation.
• Unlimited paid time off under the "Time to Recharge" policy.
• Annual 2–4 week visit to Amsterdam HQ, staying in a WeTravel apartment.
• Three paid volunteer days per year.
• Extensive paid family leave.
• Cutting-edge equipment and tools provided for remote work.
• Cambly subscription for non-native English speakers to improve language fluency.
• 2-week cross-functional onboarding program.

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WeTravel, Inc.

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About WeTravel, Inc.

WeTravel is a San-Francisco-based fintech-travel platform that provides payment, booking and itinerary management tools for group travel organizers and tour operators. Its SaaS solution enables travel companies to collect funds, manage client documents, create custom booking pages and automate supplier payouts while offering travelers multi-currency payment options. Founded in 2016, the company focuses on small to mid-size travel businesses worldwide, integrating banking, payment processing and customer management into one dashboard.

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