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, 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 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 generate support volume • Manage Spanish localization and consistency of Help Center content 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

🎯 Requirements

• 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 and driving visibility on updates • Comfortable working adjusted/early US East Coast hours, approximately 7:00 AM–3:00 PM ET • Direct experience with Intercom Help Center and Fin AI is a bonus • Experience producing educational video content, including screen recording, scripting, and basic editing, is a bonus • Experience optimizing knowledge bases for AI-powered support tools is a bonus • Background in payments, travel tech, or marketplace platforms is a bonus • Understanding of SEO/AEO principles and content discoverability is a bonus • Experience measuring ticket deflection and self-serve performance is a bonus • Must have the full legal right to work in a LATAM country through citizenship or residency • No visa sponsorship or relocation assistance is available

🏖️ Benefits

• Attractive compensation • Full-time - Fixed Term Contract (as International Contractor) • Generous "Time to Recharge" policy — enjoy unlimited paid time off • Amsterdam Program – visit us in Amsterdam (HQ) for 2-4 weeks every year, staying in one of our WeTravel apartments • Work From Anywhere benefit allowing eligible employees 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 (WFH) equipment • International, travel-loving team • Monthly payments in USD