Knowledge and Help Center Manager

🕒 il y a 3 mois

🇵🇱 Pologne – Télétravail

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👔 Manager

👻 Score fantôme 51%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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WeTravel

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2016

💼 Conseil

📦 Logistique

✈️ Tourisme

💰 €27 000 000 Series B en 2022-10

Consulting • Logistics • Travel

Chez WeTravel, nous pensons que la gestion des voyages de plusieurs jours doit être fluide — pour que vous puissiez vous concentrer sur la création d’expériences inoubliables, plutôt que de jongler avec les outils.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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.