Knowledge and Help Center Manager - Mexico

WeTravel
Mexico
Workplace: RemoteFull timeUSD 45,000 - 50,000 annuallyFunction: Content & Editorial (Writing/Editing)Experience: 4+ yearsSkills: ["Strategic thinking","Cross-functional collaboration","Stakeholder communication","Prioritization","Problem-solving"]

Own the evolution of the Intercom Help Center as a scalable, searchable product education engine. Translate feature launches into clear, user-friendly documentation, FAQs, and product explainer videos while optimizing AI-driven self-service. Partner with Product, Marketing, Sales, and Support to meet SLAs, close content gaps using ticket data and search analytics, and manage Spanish localization. Collaborate with automation teams to keep the Fin AI agent accurate.

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WeTravel
WeTravel
15 hours ago

Knowledge and Help Center Manager - Mexico

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

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

Job Summary

Own the evolution of the Intercom Help Center as a scalable, searchable product education engine. Translate feature launches into clear, user-friendly documentation, FAQs, and product explainer videos while optimizing AI-driven self-service. Partner with Product, Marketing, Sales, and Support to meet SLAs, close content gaps using ticket data and search analytics, and manage Spanish localization. Collaborate with automation teams to keep the Fin AI agent accurate.
Location: Mexico
Workplace: Remote
Employment Type: Full time
Job Function: Content & Editorial (Writing/Editing)

Key Responsibilities

  • •Own the structure, strategy, and content quality of the Help Center.
  • •Create and maintain FAQs and product release documentation, improving searchability and tagging.
  • •Script, record, and maintain product explainer videos embedded into the Help Center.
  • •Partner with Product and Product Marketing to translate new features into documentation within agreed SLAs.
  • •Use ticket data and search analytics to close content gaps, manage Spanish localization, and support AI/self-service accuracy with the automation team.

Pay and Benefits

Salary: USD 45,000 - 50,000 annually
Perks:Paid LeaveVolunteer Days

Key Requirements

  • •4–7+ years of experience in knowledge management, technical writing, help center management, or product education in a SaaS or high-growth startup environment.
  • •Proven ownership of scaling a help center using platforms like Intercom or Zendesk.
  • •Strong technical writing ability to document complex workflows and system behaviors into clear, structured, user-focused guidance.
  • •Experience creating structured, searchable, and AI-optimized content (LLM-aware formatting, semantic structuring, question-based headings).
  • •Fluency in written and spoken English and professional fluency in Spanish; comfortable collaborating cross-functionally and managing fast-moving releases.
Experience:4+ yearsSaaSFintechMarketplaceHigh-growth startup
Skills:Strategic thinkingCross-functional collaborationStakeholder communicationPrioritizationProblem-solving
Languages:EnglishSpanish
Tech Stack:IntercomZendeskAIFin AILLMSEOAEO

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

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