Knowledge and Help Center Manager

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WeTravel

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

💼 Consulting

📦 Logistics

✈️ Travel

💰 $27M Series B on 2022-10

Consulting • Logistics • Travel

WeTravel is a comprehensive booking and payments platform designed specifically for multi-day and group travel businesses. It enables over 5,000 travel companies to accept payments instantly, manage bookings efficiently, and facilitate global supplier transfers. The platform offers tools for creating stunning trip pages, payment processing with low fees, and easy booking management to enhance the customer journey and streamline operations for travel advisors and agencies.

📋 Description

• 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 launches • 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 create support volume • Manage Spanish localization and consistency across Help Center content • Support approximately 3–5 product launches per month and weekly smaller launches requiring Help Center updates • Produce roughly 3–5 videos per month

🎯 Requirements

• 4–7+ years of experience in Knowledge Management, Technical Writing, Help Center Management, or Product Education • Experience in 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, including translating complex product workflows, payments logic, and system behaviors into clear, structured 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 adjusted/early US East Coast hours, approximately 7:00 AM–3:00 PM ET • Full legal right to work in a LATAM country through citizenship or residency • No visa sponsorship or relocation assistance available • Ability to generate video content and provide voice-over for screen recordings • Required screen recording or tutorial video sample as part of the application

🏖️ Benefits

• 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 • Monthly payments in USD under a B2B contractor agreement