Knowledge and Help Center Manager - US Remote

WeTravel
United States
Workplace: RemoteFull timeFunction: 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, turning product launches into scalable, searchable, user-friendly documentation. Partner with Product, Marketing, Sales, and Support to define content structure, SLAs, and localization—while optimizing AI-driven self-service. Manage FAQ and video-based product education, using ticket data and search analytics to close knowledge gaps and improve self-serve performance.

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FursaFursa
WeTravel
WeTravel
15 hours ago

Knowledge and Help Center Manager - US Remote

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

Job Summary

Own the evolution of the Intercom Help Center, turning product launches into scalable, searchable, user-friendly documentation. Partner with Product, Marketing, Sales, and Support to define content structure, SLAs, and localization—while optimizing AI-driven self-service. Manage FAQ and video-based product education, using ticket data and search analytics to close knowledge gaps and improve self-serve performance.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Content & Editorial (Writing/Editing)
Seniority: Manager level

Key Responsibilities

  • •Own the structure, strategy, and content quality of the Help Center.
  • •Script, record, and maintain product explainer videos embedded into the Help Center.
  • •Create and maintain FAQ articles tied to product releases, improving searchability and tagging.
  • •Translate new features into clear documentation with Product and Product Marketing within agreed SLAs.
  • •Use ticket data and search analytics to close content gaps, improve AI-agent effectiveness, and manage multilingual localization (including Spanish).

Pay and Benefits

Perks:Health InsuranceDentalVisionPaid LeaveParental Leave401kVolunteer Days

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.
  • •Fluency in written and spoken English (native or near-native) and 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 to translate complex product workflows, payments logic, and system behaviors into structured, user-focused documentation.
  • •Experience building structured, searchable, and AI-optimized content (LLM-aware formatting, semantic structuring, question-based headings).
Experience:4+ yearsSaaSFintechMarketplaceHigh-growth startup
Skills:Strategic thinkingCross-functional collaborationStakeholder communicationPrioritizationProblem-solving
Languages:EnglishSpanish
Tech Stack:IntercomZendeskFin AIAILLMSEOAEOSpanish localizationVideo

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