Knowledge Center Leader: AI-Powered Help & Self-Service

Doist; Mexico; On-site; PHP 5,614,000 - 8,110,000; Full time

Benefits offered by this job

Time to Recharge – unlimited PTO

Amsterdam HQ trip 2–4 weeks yearly

Work From Anywhere – up to 4 weeks per

Extensive paid family leave

Volunteer days

Job summary

WeTravel is seeking a Knowledge & Help Center Manager to own the evolution of our Intercom Help Center and translate new features into clear, user-friendly documentation. You will collaborate with Product, Marketing, Sales, and Support to ensure high-impact self-service experiences and scalable AI-driven tools.

The role requires 4–7+ years in knowledge management or product education in SaaS, fluent English, and professional Spanish.

Qualifications

• 4+ years of experience in Knowledge Management, Technical Writing, Help Center Management, or Product Education in SaaS or high-growth startup environments.
• Fluent in written and spoken English; Spanish fluency is a plus.
• Experience owning and scaling a Help Center using Intercom, Zendesk, or similar.
• Strong technical writing skills translating complex product logic into clear docs.
• Experience building AI-optimized self-service content and semantic structuring.
• Able to collaborate cross-functionally with Product, Marketing, Sales, and Support.

Responsibilities

• Own structure, strategy, and content quality of the Help Center.
• Script, record, and maintain product explainer videos.
• Create and maintain FAQ articles aligned with product releases.
• Translate features into user-friendly documentation within SLAs.
• Coordinate with Sales, Product, and Support to align on launches and updates.
• Work with automation to keep AI agents accurate and effective.
• Localize Help Center content for multiple languages.
• Support 3–5 product launches per month with updates to docs.

Skills

Knowledge Management

Technical Writing

Help Center Management

Product Education

Intercom

Zendesk

English fluency

Spanish fluency

Cross-functional collaboration

Tools

Intercom

Zendesk

AI-powered tools

Job description

WeTravel is seeking a Knowledge & Help Center Manager to own the evolution of our Intercom Help Center and translate new features into clear, user-friendly documentation. You will collaborate with Product, Marketing, Sales, and Support to ensure high-impact self-service experiences and scalable AI-driven tools.

The role requires 4–7+ years in knowledge management or product education in SaaS, fluent English, and professional Spanish.