Knowledge and Help Center Manager

WeTravel
Amsterdam
Workplace: HybridFull timeFunction: OtherExperience: 3-5 yearsSkills: ["Communication","Collaboration","Prioritization","Problem-solving","Stakeholder management"]

Lead the evolution of the Intercom-powered Help Center for a global SaaS platform, turning product updates into clear, searchable documentation and AI-assisted self-service. You’ll collaborate with Product, Marketing, Sales, and Support to scale content, create explainer videos, and optimize localization—empowering thousands of travel organizers to adopt and benefit from the platform.

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FursaFursa
WeTravel
WeTravel
4 months ago

Knowledge and Help Center Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Lead the evolution of the Intercom-powered Help Center for a global SaaS platform, turning product updates into clear, searchable documentation and AI-assisted self-service. You’ll collaborate with Product, Marketing, Sales, and Support to scale content, create explainer videos, and optimize localization—empowering thousands of travel organizers to adopt and benefit from the platform.
Location: Amsterdam
Workplace: Hybrid
Employment Type: Full time
Seniority: Manager level

Key Responsibilities

  • •Own the structure, strategy, and content quality of 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.
  • •Script, record, and maintain product explainer videos embedded into the Help Center.

Pay and Benefits

Perks:Remote WorkPension

Key Requirements

  • •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.
  • •Fluent in written and spoken English (native or near-native).
  • •Professional fluency 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 with the ability to translate complex product workflows, payments logic, and system behaviors into clear documentation.
Experience:3-5 yearsSaaSFintechMarketplaceHigh-growth startup
Skills:CommunicationCollaborationPrioritizationProblem-solvingStakeholder management
Languages:EnglishSpanish
Tech Stack:IntercomZendeskAILLMVideo editing

Company Brief

WeTravel
WeTravel provides an online booking, payment, and management platform for tour operators, travel agencies, and group travel organizers, enabling itinerary management, secure payments, and customer invoicing to streamline group travel operations.
Industry: TravelTech
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: San Francisco, United States
Founded: 2014
WebsiteLinkedIn