Knowledge and Help Center Manager
New
W
WeTravelSaaS, Travel Tech
Location: SpainContractManager
Salary not disclosed
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Job Details
- Languages
- English, Spanish
- Experience
- 3–5+ years
- Required Skills
- Cross-functional collaborationZendesk
Requirements
- 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.
- Have proven experience owning and scaling a Help Center using platforms like Intercom, Zendesk, or similar.
- Have strong technical writing skills.
- Have demonstrated experience building structured, searchable, and AI-optimized content.
- Have experience producing educational video content (screen recording, scripting, basic editing).
- Are comfortable collaborating cross-functionally with Product, Marketing, Sales, and Customer Support teams.
- Strong stakeholder communication skills.
Responsibilities
- Own 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.
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