Knowledge Center Lead: AI-Driven Product Education

WeTravel; United States; On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Attractive compensation

Time to Recharge — unlimited PTO

Job summary

WeTravel is seeking a Knowledge & Help Center Manager to own the evolution of our Intercom Help Center and scale it into a searchable, AI-augmented education engine. You will partner with Product, Marketing, Sales, and Support to translate feature launches into clear docs and forward-looking self-service tools.

In this role, you’ll lead content strategy, create explainer videos, manage multilingual content (Spanish), and support 3–5 launches monthly.

Qualifications

• 4–7+ years in Knowledge Management, Technical Writing, Help Center Management or Product Education.
• 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: translate complex product workflows into clear, user-friendly documentation.
• Experience building AI-optimized, searchable content with semantic structuring.

Responsibilities

• Own the structure, strategy, and content quality of our 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.
• Collaborate with Product and Product Marketing to document new features within SLAs.
• Run recurring syncs with Sales, Product, and Support on updates.
• Work with automation team to keep Fin AI agent accurate.
• Use ticket data and search analytics to close content gaps.
• Manage Spanish localization of Help Center content.
• Support 3–5 product launches per month; weekly updates to Help Center.
• Produce roughly 3–5 videos per month.

Skills

Knowledge Management

Technical Writing

Help Center Management

Product Education

English Fluency

Tools

Intercom

Zendesk

Job description

WeTravel is seeking a Knowledge & Help Center Manager to own the evolution of our Intercom Help Center and scale it into a searchable, AI-augmented education engine. You will partner with Product, Marketing, Sales, and Support to translate feature launches into clear docs and forward-looking self-service tools.

In this role, you’ll lead content strategy, create explainer videos, manage multilingual content (Spanish), and support 3–5 launches monthly.