Knowledge and Help Center Manager

🔥 0 minutes ago

🐻 Alaska, California, +3 more states – Remote

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

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 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 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

🎯 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 • 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

🏖️ Benefits

• 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