Knowledge and Help Center Manager - US Remote

Bring 4-7+ 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 (additional languages a plus).

Have proven experience owning and scaling a Help Center using platforms like Intercom, Zendesk, or similar.

Have strong technical writing skills; you can translate complex product workflows, payments logic, and system behaviors into clear, structured, user-focused documentation.

Have demonstrated experience building structured, searchable, and AI-optimized content (LLM-aware formatting, semantic structuring, question-based headings).

Are comfortable collaborating cross-functionally with Product, Marketing, Sales, and Customer Support teams.

Can manage documentation alongside fast-moving product releases with strong prioritization skills.

Have experience analyzing support tickets, search queries, and usage data to inform content strategy.

Have strong stakeholder communication skills you're confident running recurring syncs and driving visibility on updates.

Are comfortable to work adjusted / early East Coast hours, approximately 7:00 AM–3:00 PM ET .

Bonus points if you have:

Direct experience with Intercom Help Center & Fin AI.

Experience producing educational video content (screen recording, scripting, basic editing).

Experience optimizing knowledge bases for AI-powered support tools.

Background in payments, travel tech, or marketplace platforms.

Understanding of SEO/AEO principles and content discoverability.

Experience measuring ticket deflection and self-serve performance.

Not comfortable generating video content or providing voice-over for screen recordings etc.

Prefer purely reactive writing assignments without strategic input.

Are uncomfortable owning a domain and making decisions independently.

Find it challenging to work across multiple stakeholders without losing momentum.

Struggle with fast-paced environments or frequent product changes.

Don't enjoy diving into technical product logic or workflows.

Prefer highly structured corporate environments with rigid processes.

At this time, we are not accepting applications from candidates residing in the following states: Alaska, California, Colorado, New York, or Washington.

For this role, we can only consider candidates who have the full legal right to work in the US (citizenship or residency). Unfortunately, WeTravel is not able to offer visa sponsorship or relocation assistance at this time.

WeTravel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds, experiences, and perspectives. If you're excited about this opportunity and believe you're a good fit, we encourage you to apply and join us in transforming the travel industry!