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WeTravel is seeking a Knowledge & Help Center Manager to own the evolution of their Intercom Help Center and build it into a scalable, searchable product education engine. You'll bridge Product, Marketing, Sales, and Support teams, translating feature launches into clear, user-friendly documentation while optimizing AI-driven self-service tools.
On a weekly basis, you'll own the Help Center's structure, strategy, and content quality. This includes scripting and recording product explainer videos (3–5 per month), creating and maintaining FAQ articles tied to product releases, and partnering with Product and Product Marketing to translate new features into documentation within agreed SLAs. You'll run recurring syncs with Sales, Product, and Support teams to ensure alignment, work closely with the automation team to keep the Fin AI agent accurate, and use ticket data and search analytics to close content gaps proactively. You'll manage Spanish localization of Help Center content and support approximately 3–5 product launches per month, with weekly smaller updates.
You bring 4–7+ years of experience in Knowledge Management, Technical Writing, Help Center Management, or Product Education within SaaS, fintech, marketplace, or high-growth startup environments. You're fluent in written and spoken English (native or near-native) and professionally fluent in Spanish. You have proven experience owning and scaling a Help Center using platforms like Intercom or Zendesk, with strong technical writing skills to translate complex product workflows and system behaviors into clear documentation. You're comfortable building structured, searchable, AI-optimized content with LLM-aware formatting and semantic structuring. You collaborate effectively cross-functionally, manage documentation alongside fast-moving product releases with strong prioritization, and analyze support tickets and search queries to inform content strategy. You have strong stakeholder communication skills and are comfortable working adjusted East Coast hours (approximately 7:00 AM–3:00 PM ET).
Bonus experience includes direct work with Intercom Help Center & Fin AI, producing educational video content, optimizing knowledge bases for AI-powered support, background in payments or travel tech, understanding of SEO/AEO principles, and measuring ticket deflection and self-serve performance.
