Knowledge and Help Center Manager

🕒 May 13

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WeTravel

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

🛍️ eCommerce

☁️ SaaS

💰 $27M Series B on 2022-10

Travel • eCommerce • SaaS

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

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.