Knowledge and Help Center Manager

Wetravel, Inc.; Amsterdam; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Attractive compensation

Time to Recharge — unlimited PTO

Work From Anywhere — up to four weeks/

2-week onboarding program

Cycle-to-work scheme

Office in Amsterdam

Paid family leave

Volunteer days

Cutting-edge equipment

International team

Pension plan

Health insurance discount

Job summary

WeTravel is seeking a Knowledge & Help Center Manager to lead the evolution of our Intercom Help Center, translating features into clear, user-friendly documentation while integrating AI-driven self-service tools.

You will collaborate with Product, Marketing, Sales, and Support to ensure scalable, searchable content and strong localization, with 3–5 monthly product launches and a focus on user education for thousands of travel organizers.

Qualifications

• 4+ years in Knowledge Management, Technical Writing, Help Center Management, or Product Education in SaaS/fintech/high-growth environments.
• Fluent written and spoken English (native or near-native).
• Professional Spanish language ability; additional languages a plus.
• Experience owning and scaling a Help Center using Intercom, Zendesk, or similar platforms.
• Strong technical writing translating complex product workflows into clear docs.
• Experience building structured, searchable, and AI-optimized content with semantic structuring.

Responsibilities

• Own the structure, strategy, and content quality of the Help Center.
• Script and maintain product explainer videos embedded in the Help Center.
• Create and maintain FAQ articles tied to product releases; improve searchability.
• Collaborate with Product and Product Marketing to document new features within SLAs.
• Run recurring syncs with Sales, Product, and Support to align on changes and launches.
• Work with automation teams to keep AI agents accurate and effective.
• Use ticket data and search analytics to close content gaps before they become tickets.
• Manage Spanish localization of Help Center content and ensure multilingual consistency.
• Support 3–5 product launches per month with Help Center updates; produce 3–5 videos per month.

Skills

Knowledge Management

Technical Writing

Help Center Management

Product Education

English Fluency

Spanish Proficiency

Tools

Intercom

Zendesk

AI-powered tools

LLM-aware formatting

Job description

Hi! I'm Gerda, Head of Customer Support at WeTravel. I've been with WeTravel for quite some time and have truly enjoyed growing with the company. I'm based in beautiful Budapest, and I'm excited to find a Knowledge & Help Center Manager to join our amazing global team!

In this role, you'll own the evolution of our Intercom Help Center and ensure it becomes a scalable, searchable, and high-impact product education engine. You'll bridge Product, Marketing, Sales, and Support - translating every feature launch into clear, user-friendly documentation while optimizing our AI-driven self-service tools. Your work will directly shape how thousands of travel organizers understand and adopt our platform.

If you're a strategic content thinker who sees documentation as a product, loves bringing clarity to complexity, and is passionate about building scalable self-service experiences - we'd love to meet you!

How We Work

At WeTravel, our Help Center is a core part of the product experience. As we scale globally and deepen our investment in AI-powered support, this role sits at the intersection of product, education, and automation.

You'll own a domain that directly shapes how thousands of travel organizers understand our platform, and you'll have the autonomy to build it the right way. We're systems-oriented, collaborative, and focused on continuous improvement. You'll work closely with Product, Marketing, Sales, and Support teams, running recurring syncs to ensure everyone stays aligned on launches, updates, and where to find the latest guidance.

We value proactive problem-solvers who spot content gaps before they become support tickets, and we celebrate those who bring structure and clarity to fast-moving environments

On a Weekly Basis You Will Find Yourself

• Owning the structure, strategy, and content quality of our Help Center.

• Scripting, recording, and maintaining product explainer videos embedded into our Help Center.

• Creating and maintaining FAQ articles tied to product releases, improving searchability and tagging.

• Partnering with Product and Product Marketing to translate new features into clear, user-friendly documentation within agreed SLAs.

• Running recurring syncs with Sales, Product, and Support teams to ensure alignment on what's changed and what's coming.

• Working closely with our automation team to keep the Fin AI agent accurate and effective.

• Using ticket data and search analytics to close content gaps before they become support volume.

• Managing Spanish localization of Help Center content and ensuring consistency across languages.

• Supporting approximately 3–5 product launches per month, with weekly smaller launches requiring Help Center updates.

• Producing roughly 3–5 videos per month.

You should apply if you:

• 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.

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.

You might not be the right fit if you:

• 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.

Benefits

• Attractive compensation

• Generous "Time to Recharge" policy — enjoy unlimited paid time off to rest, recharge, and show up as your best self.

• Our Work From Anywhere perk provides eligible employees with up to four weeks per calendar year to work temporarily from another approved location.

• 2-week cross-functional onboarding program.

• Cycle-to-work scheme (Swapfiets subscription) or commuting reimbursement.

• Monday and Thursday lunches and after-work social events.

• Beautiful office in central Amsterdam – rooftop garden and right by Rokin metro.

• Extensive paid family leave.

• Three paid volunteer days per year — take time to give back to causes you care about, on us.

• Cutting-edge equipment and tools to set you up for success.

• Join an international, travel-loving team with a passion for adventure and innovation.

• Employer-sponsored pension plan with a 2% employer contribution deposited into your individual pension account.

• Access to a 10% group discount on supplementary/additional health insurance (aanvullende verzekeringen), with the same discount available to eligible family members.

Please note:

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

Equal Opportunities

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!