Knowledge & Help Center Manager

About the role

WeTravel is looking for a Knowledge & Help Center Manager to own and evolve our Intercom Help Center. You will turn product launches into clear, searchable documentation and help shape the self‑service experience for thousands of travel organizers worldwide.

Key responsibilities

• Define the structure, strategy and quality standards for the Help Center.
• Create and maintain product explainer videos and FAQ articles linked to releases.
• Collaborate with Product, Marketing, Sales and Support to deliver documentation within agreed SLAs.
• Work with the automation team to keep the AI‑driven support agent accurate.
• Analyze ticket data and search analytics to close content gaps proactively.
• Manage Spanish localization and ensure consistency across languages.
• Support 3–5 product launches per month and produce 3–5 videos monthly.

Required profile

• 4–7+ years of experience in knowledge management, technical writing, help‑center or product education within a SaaS, fintech or high‑growth startup.
• Fluent in written and spoken English (native or near‑native).
• Strong strategic thinking and ability to treat documentation as a product.

Required skills

• Intercom

What we offer

• Autonomy to shape a core product experience.
• Collaboration with cross‑functional teams in a fast‑moving environment.
• Opportunity to work on AI‑powered support tools.