Knowledge and Help Center Manager

WeTravel, Inc.

Job Overview

Location

Spain

Job Type

Full-time

Full Job Description

📋 Description

• In this role, you'll own the evolution of our Intercom Help Center and ensure it becomes a scalable, searchable, and high-impact product education engine.
• You'll bridge Product, Marketing, Sales, and Support - translating every feature launch into clear, user-friendly documentation while optimizing our AI-driven self-service tools.
• Your work will directly shape how thousands of travel organizers understand and adopt our platform.
• You'll own a domain that directly shapes how thousands of travel organizers understand our platform, and you'll have the autonomy to build it the right way.
• You'll work closely with Product, Marketing, Sales, and Support teams, running recurring syncs to ensure everyone stays aligned on launches, updates, and where to find the latest guidance.
• You'll be responsible for scripting, recording, and maintaining product explainer videos embedded into our Help Center.
• You'll create and maintain FAQ articles tied to product releases, improving searchability and tagging.
• You'll partner with Product and Product Marketing to translate new features into clear, user-friendly documentation within agreed SLAs.
• You'll run recurring syncs with Sales, Product, and Support teams to ensure alignment on what's changed and what's coming.
• You'll work closely with our automation team to keep the Fin AI agent accurate and effective.
• You'll use ticket data and search analytics to close content gaps before they become support volume.
• You'll manage Spanish localization of Help Center content and ensure consistency across languages.
• You'll support approximately 3–5 product launches per month, with weekly smaller launches requiring Help Center updates.
• You'll produce roughly 3–5 videos per month.
• You should apply if you:
• Bring 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.
• Have experience producing educational video content (screen recording, scripting, basic editing).
• Are fluent in written and spoken English (native or near-native level).
• Are professionally fluent in Spanish (additional languages a plus).
• Have proven experience owning and scaling a Help Center using platforms like Intercom, Zendesk, or similar.
• Have strong technical writing skills; you can translate complex product workflows, payments logic, and system behaviors into clear, structured, user-focused documentation.
• Have demonstrated experience building structured, searchable, and AI-optimized content (LLM-aware formatting, semantic structuring, question-based headings).
• Are comfortable collaborating cross-functionally with Product, Marketing, Sales, and Customer Support teams.
• Can manage documentation alongside fast-moving product releases with strong prioritization skills.
• Have experience analyzing support tickets, search queries, and usage data to inform content strategy.
• Have strong stakeholder communication skills you're confident running recurring syncs and driving visibility on updates.
• Bonus points if you have:
• Direct experience with Intercom Help Center & Fin AI.
• Experience optimizing knowledge bases for AI-powered support tools.
• Background in payments, travel tech, or marketplace platforms.
• Understanding of SEO/AEO principles and content discoverability.
• Experience measuring ticket deflection and self-serve performance.
• You might not be the right fit if you:
• Not comfortable generating video content or providing voice-over for screen recordings etc.
• Prefer purely reactive writing assignments without strategic input.
• Are uncomfortable owning a domain and making decisions independently.
• Find it challenging to work across multiple stakeholders without losing momentum.
• Struggle with fast-paced environments or frequent product changes.
• Don't enjoy diving into technical product logic or workflows.
• Prefer highly structured corporate environments with rigid processes.

🎯 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.
• Experience producing educational video content (screen recording, scripting, basic editing).
• Fluency in written and spoken English (native or near-native level).
• Proficiency in Spanish (additional languages a plus).
• Proven experience owning and scaling a Help Center using platforms like Intercom, Zendesk, or similar.

🏖️ Benefits

• Attractive compensation
• Full-time - Fixed Term Contract (as International Contractor).
• Generous 'Time to Recharge' policy - enjoy unlimited paid time off to rest, recharge, and show up as your best self.
• Amsterdam Program – visit us in Amsterdam (HQ) for 2-4 weeks every year, staying in one of our WeTravel apartments.
• Work remotely for a maximum of 4 weeks per calendar year.
• Extensive paid family leave.
• Three paid volunteer days per year, take time to give back to causes you care about, on us.
• 2-week cross-functional onboarding program.
• Cutting-edge equipment and tools to set you up for success.
• Cambly for colleagues for whom English is not their first language.
• Join an international, travel-loving team with a passion for adventure and innovation.

Skills & Technologies

REST

Remote

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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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