Knowledge Center Lead — AI-Powered Help & Docs (Remote)

Wetravel, Inc.; México; A distancia; MXN 1.024.000 - 1.706.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Unlimited paid time off

Amsterdam program

Work From Anywhere up to 4 weeks/year

Family leave

Descripción de la vacante

WeTravel, Inc. is seeking a Knowledge & Help Center Manager to own and evolve the Intercom Help Center into a scalable, searchable product education engine. You will translate product launches into clear documentation and optimize AI-driven self-service tools.

You will work cross-functionally with Product, Marketing, Sales, and Support, and manage Spanish localization while driving ongoing improvements across AI-powered support capabilities.

Formación

• 4-7+ years in Knowledge Management, Technical Writing, Help Center Management, or Product Education in SaaS/fintech/high-growth startups.
• Fluent in written and spoken English (native or near-native).
• Spanish proficiency (professional) is a plus.

Responsabilidades

• Own the structure, strategy, and content quality of the Help Center.
• Script, record, and maintain product explainer videos embedded in the Help Center.
• Create and maintain FAQ articles tied to product releases with improved searchability.
• Translate features into clear, user-friendly documentation within SLAs.
• Run recurring syncs with Sales, Product, and Support to align on updates.
• Work with automation team to keep AI agent accurate and effective.
• Use ticket data and search analytics to close content gaps before they become issues.
• Manage Spanish localization of Help Center content across languages.
• Support 3-5 product launches per month with Help Center updates.
• Produce roughly 3-5 videos per month.

Conocimientos

Knowledge Management

Technical Writing

Help Center Management

Product Education

Intercom

Zendesk

AI content/LLM

Cross-functional collaboration

Prioritization

Ticket analysis

Herramientas

Intercom

Zendesk

Descripción del empleo

WeTravel, Inc. is seeking a Knowledge & Help Center Manager to own and evolve the Intercom Help Center into a scalable, searchable product education engine. You will translate product launches into clear documentation and optimize AI-driven self-service tools.

You will work cross-functionally with Product, Marketing, Sales, and Support, and manage Spanish localization while driving ongoing improvements across AI-powered support capabilities.