Knowledge and Help Center Manager - US Remote

WeTravel•Madison, MS

14d•Remote

About The Position

In this role, you'll own the evolution of our Intercom Help Center and ensure it becomes a scalable, searchable, and high-impact product education engine. You'll bridge Product, Marketing, Sales, and Support - translating every feature launch into clear, user-friendly documentation while optimizing our AI-driven self-service tools. Your work will directly shape how thousands of travel organizers understand and adopt our platform. If you're a strategic content thinker who sees documentation as a product, loves bringing clarity to complexity, and is passionate about building scalable self-service experiences - we'd love to meet you! At WeTravel, our Help Center is a core part of the product experience. As we scale globally and deepen our investment in AI-powered support, this role sits at the intersection of product, education, and automation. You'll own a domain that directly shapes how thousands of travel organizers understand our platform, and you'll have the autonomy to build it the right way. We're systems-oriented, collaborative, and focused on continuous improvement. You'll work closely with Product, Marketing, Sales, and Support teams, running recurring syncs to ensure everyone stays aligned on launches, updates, and where to find the latest guidance. We value proactive problem-solvers who spot content gaps before they become support tickets, and we celebrate those who bring structure and clarity to fast-moving environments.

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 in written and spoken English (native or near-native level).
Professionally fluent in Spanish (additional languages a plus).
Proven experience owning and scaling a Help Center using platforms like Intercom, Zendesk, or similar.
Strong technical writing skills; you can translate complex product workflows, payments logic, and system behaviors into clear, structured, user-focused documentation.
Demonstrated experience building structured, searchable, and AI-optimized content (LLM-aware formatting, semantic structuring, question-based headings).
Comfortable collaborating cross-functionally with Product, Marketing, Sales, and Customer Support teams.
Can manage documentation alongside fast-moving product releases with strong prioritization skills.
Experience analyzing support tickets, search queries, and usage data to inform content strategy.
Strong stakeholder communication skills you're confident running recurring syncs and driving visibility on updates.
Comfortable to work adjusted /early East Coast hours, approximately 7:00 AM–3:00 PM ET.
Must have the full legal right to work in the US (citizenship or residency).

Nice To Haves

Direct experience with Intercom Help Center & Fin AI.
Experience producing educational video content (screen recording, scripting, basic editing).
Experience optimizing knowledge bases for AI-powered support tools.
Background in payments, travel tech, or marketplace platforms.
Understanding of SEO/AEO principles and content discoverability.
Experience measuring ticket deflection and self-serve performance.

Responsibilities

Owning the structure, strategy, and content quality of our Help Center.
Scripting, recording, and maintaining product explainer videos embedded into 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.
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.

Benefits

Attractive compensation
100% employer-covered HDHP medical, DHMO dental, and standard vision coverages or a choice of plans that suit your needs.
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 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.
Join an international, travel-loving team with a passion for adventure and innovation.
Employer-sponsored 401(k) plan with a 2% company match