Knowledge and Help Center Manager

🕒 Maio 13

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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

• Owning the structure, strategy, and content quality of our Help Center. • Creating and maintaining FAQ articles tied to product releases, improving searchability and tagging. • Partnering with Product and Product Marketing to translate new features into clear, user-friendly documentation within agreed SLAs. • Scripting, recording, and maintaining product explainer videos embedded into our Help Center. • Running recurring syncs with Sales, Product, and Support teams to ensure alignment on what's changed and what's coming. • Working closely with our automation team to keep the Fin AI agent accurate and effective. • Using ticket data and search analytics to close content gaps before they become support volume. • Managing Spanish localization of Help Center content and ensuring consistency across languages. • Supporting approximately 3–5 product launches per month, with weekly smaller launches requiring Help Center updates. • Producing roughly 3–5 videos per month.

🎯 Requisitos

• 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. • 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). • Have experience producing educational video content (screen recording, scripting, basic editing). • 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.

🏖️ Benefícios

• 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.