Knowledge and Help Center Manager - Mexico

Job description

Hi! 👋 I'm Gerda, Head of Customer Support at WeTravel. I've been with WeTravel for quite some time and have truly enjoyed growing with the company. I'm based in beautiful Budapest 🇭🇺, and I'm excited to find a Knowledge & Help Center Manager to join our amazing global team! 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! HOW WE WORK 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 WHY YOU SHOULD OR SHOULDN'T APPLY You should apply if you: - Bring 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. - 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). - 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. - Are comfortable to work adjusted / early US East Coast hours, approximately 7:00 AM–3:00 PM ET. Bonus points if you have: - 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. You might not be the right fit if you: - Not comfortable generating video content or providing voice-over for screen recordings etc. - Prefer purely reactive writing assignments without strategic input. - Are uncomfortable owning a domain and making decisions independently. - Find it challenging to work across multiple stakeholders without losing momentum. - Struggle with fast-paced environments or frequent product changes. - Don't enjoy diving into technical product logic or workflows. - Prefer highly structured corporate environments with rigid processes. ON A WEEKLY BASIS YOU WILL FIND YOURSELF - 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 - 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. - Although this is a remote role, employees are hired into a designated country of employment. Our Work From Anywhere benefit provides eligible employees with up to four weeks per calendar year to work temporarily from another approved location. - 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. Coverage for certain work-from-home (WFH) equipment. - Join an international, travel-loving team with a passion for adventure and innovation. PLEASE NOTE - As a member of our international team, you’ll work full-time under a B2B contractor agreement, with monthly payments in USD. - For this role, we can only consider candidates who have the full legal right to work in a LATAM country (citizenship or residency). Unfortunately, WeTravel is not able to offer visa sponsorship or relocation assistance at this time. EQUAL OPPORTUNITIES WeTravel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds, experiences, and perspectives. If you're excited about this opportunity and believe you're a good fit, we encourage you to apply and join us in transforming the travel industry!