Knowledge and Help Center Manager - Brazil

WeTravel
Brazil
Workplace: RemoteFull timeUSD 28,000 - 32,000 annuallyFunction: Content & Editorial (Writing/Editing)Experience: 4-7 yearsSkills: ["Technical writing","Cross-functional collaboration","Stakeholder communication","Strategic thinking","Prioritization"]

Own the evolution of the Intercom Help Center into a scalable, searchable product education engine. Translate feature launches into clear documentation, optimize AI-driven self-service tools, and improve FAQ structure, tagging, and searchability. Partner with Product, Marketing, Sales, Support, and automation to prevent knowledge gaps using ticket data and search analytics, while also scripting and maintaining product explainer videos and managing Spanish localization.

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FursaFursa
WeTravel
WeTravel
11 hours ago

Knowledge and Help Center Manager - Brazil

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Last checked: 8 hours agoStatus: Live

Job Summary

Own the evolution of the Intercom Help Center into a scalable, searchable product education engine. Translate feature launches into clear documentation, optimize AI-driven self-service tools, and improve FAQ structure, tagging, and searchability. Partner with Product, Marketing, Sales, Support, and automation to prevent knowledge gaps using ticket data and search analytics, while also scripting and maintaining product explainer videos and managing Spanish localization.
Location: Brazil
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 to support scalable product education.
  • •Create and maintain FAQ articles tied to product releases, improving searchability, tagging, and discoverability.
  • •Partner with Product and Product Marketing to translate new features into user-friendly documentation within agreed SLAs.
  • •Optimize AI-driven self-service by partnering with the automation team and keeping the Fin AI agent accurate and effective.
  • •Script, record, and maintain product explainer videos and manage Spanish localization consistency across languages.

Pay and Benefits

Salary: USD 28,000 - 32,000 annually
Perks:Paid LeaveVolunteer DaysRemote Work

Key Requirements

  • •4–7+ years of experience in knowledge management, technical writing, help center management, or product education in a SaaS, fintech, marketplace, or high-growth startup environment.
  • •Fluent written and spoken English (native or near-native) and professionally fluent Spanish (additional languages a plus).
  • •Proven experience owning and scaling a Help Center using platforms like Intercom, Zendesk, or similar.
  • •Strong technical writing skills to translate complex product workflows, payments logic, and system behaviors into clear user-focused documentation.
  • •Experience building structured, searchable, AI-optimized content (LLM-aware formatting, semantic structuring, question-based headings) and using ticket/search data to inform strategy.
Experience:4-7 yearsSaaSFintechMarketplaceHigh-growth startup
Skills:Technical writingCross-functional collaborationStakeholder communicationStrategic thinkingPrioritization
Languages:EnglishSpanish
Tech Stack:IntercomZendeskFin AIAILLMsSemantic structuringSearch analytics

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