Knowledge and Help Center Manager

🕒 Agosto 11

🐻 Alaska, California, +3 estados a mais – Remoto

🐻 Alaska – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🗽 New York – Remote ☕ Washington – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

👻 Score fantasma 17%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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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, improving 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 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 close content gaps before they generate support volume • Manage Spanish localization of Help Center content and maintain consistency across languages • Support approximately 3–5 product launches per month, plus 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 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 • Proven experience owning and scaling a Help Center using Intercom, Zendesk, or similar platforms • Strong technical writing skills, including translating 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 with strong prioritization • Experience analyzing support tickets, search queries, and usage data to inform content strategy • Strong stakeholder communication skills and confidence running recurring syncs • Comfortable working adjusted/early East Coast hours, approximately 7:00 AM–3:00 PM ET • Full legal right to work in the US; citizenship or residency required • No visa sponsorship or relocation assistance available • Bonus: direct Intercom Help Center and Fin AI experience • Bonus: educational video production, including screen recording, scripting, and basic editing • Bonus: experience optimizing knowledge bases for AI-powered support tools • Bonus: background in payments, travel tech, or marketplace platforms • Bonus: understanding of SEO/AEO principles and content discoverability • Bonus: experience measuring ticket deflection and self-serve performance • Applicants must reside outside Alaska, California, Colorado, New York, and Washington

🏖️ Benefícios

• Attractive compensation • 100% employer-covered HDHP medical, DHMO dental, and standard vision coverages or a choice of plans that suit your needs • Generous "Time to Recharge" policy with unlimited paid time off • Amsterdam Program: visit the Amsterdam HQ for 2–4 weeks every year, staying in a WeTravel apartment • Work remotely for a maximum of 4 weeks per calendar year • Extensive paid family leave • Three paid volunteer days per year • 2-week cross-functional onboarding program • International, travel-loving team • Employer-sponsored 401(k) plan with a 2% company match