Knowledge and Help Center Manager

🔥 7 horas atrás

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WeTravel

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2016

💼 Consultoria

📦 Logística

✈️ Turismo

💰 $27.000.000 Series B em 2022-10

Consulting • Logistics • Travel

Na WeTravel, acreditamos que a gestão de viagens de múltiplos dias deve ser sem atritos — para que você possa focar em oferecer experiências inesquecíveis, e não em lidar com várias ferramentas.

Descrição

• Own the structure, strategy, and content quality of WeTravel’s Intercom Help Center • Script, record, and maintain product explainer videos embedded in the Help Center • Create and maintain FAQ articles tied to product releases • Improve Help Center searchability and tagging • Partner with Product and Product Marketing to translate new features into clear, user-friendly documentation within agreed SLAs • Run recurring syncs with Sales, Product, and Support teams to align on product changes and upcoming releases • Work with the automation team to keep the Fin AI agent accurate and effective • Use ticket data and search analytics to identify and close content gaps before they increase support volume • Manage Spanish localization and consistency across languages • Support approximately 3–5 product launches per month and weekly smaller launches requiring Help Center updates • Produce roughly 3–5 videos per month

🎯 Requisitos

• 4–7+ years of experience in Knowledge Management, Technical Writing, Help Center Management, or Product Education • Experience within a SaaS, fintech, marketplace, or high-growth startup environment • Fluent written and spoken English at native or near-native level • Professional fluency in Spanish • Experience owning and scaling a Help Center using Intercom, Zendesk, or similar platforms • Strong technical writing skills • Ability to translate complex product workflows, payments logic, and system behaviors into clear, structured, user-focused documentation • Experience building structured, searchable, and AI-optimized content, including LLM-aware formatting, semantic structuring, and question-based headings • Comfortable collaborating with Product, Marketing, Sales, and Customer Support teams • Ability to manage documentation alongside fast-moving product releases • Experience analyzing support tickets, search queries, and usage data • Strong stakeholder communication skills and confidence running recurring syncs • Comfortable working approximately 8:00 AM–4:00 PM ET • Full legal right to work in a LATAM country through citizenship or residency • No visa sponsorship or relocation assistance available • Comfortable generating video content and voice-over for screen recordings • Required application materials include a screen recording or tutorial video produced by the applicant • Required resume and LinkedIn URL

🏖️ Benefícios

• Attractive compensation • Generous "Time to Recharge" policy — unlimited paid time off • Amsterdam Program — visit the Amsterdam HQ for 2–4 weeks every year, staying in a WeTravel apartment • Work From Anywhere benefit — up to four weeks per calendar year to work temporarily from another approved location • Extensive paid family leave • Three paid volunteer days per year • 2-week cross-functional onboarding program • Cutting-edge equipment and tools • Coverage for certain work-from-home equipment • International, travel-loving team • Full-time fixed-term contract as an international contractor with monthly payments in USD