Knowledge Center Lead for AI-Driven Help & Docs

Wetravel, Inc.; Northern (KY); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Unlimited PTO

Remote work up to 4 weeks/year

Amsterdam program

Volunteer days

Job summary

WeTravel is seeking a Knowledge & Help Center Manager to evolve our Intercom Help Center into a scalable, AI-enhanced education engine. You will bridge Product, Marketing, Sales, and Support to translate every feature launch into clear, user-friendly documentation.

You’ll own videos, FAQs, and localization, while collaborating across teams to optimize self-service. Expect a fast-paced SaaS environment with international reach.

Qualifications

• 4–7+ years in Knowledge Management, Technical Writing, Help Center Management, or Product Education in SaaS/fintech/high-growth startup
• Fluent in written and spoken English (native or near-native)
• Professional fluency in Spanish (additional languages a plus)
• Experience owning and scaling a Help Center using Intercom, Zendesk, or similar
• Strong technical writing translating complex product workflows into clear docs
• Experience building structured, searchable, AI-optimized content (LLM-aware)
• Ability to collaborate cross-functionally with Product, Marketing, Sales, and Support
• Strong prioritization, manage documentation with fast-moving product releases
• Experience analyzing tickets/search data to inform content strategy
• Strong stakeholder communication and recurring syncs with teams
• Comfort working with East Coast hours (~7:00 AM–3:00 PM ET)

Responsibilities

• Own 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; improve searchability and tagging
• Translate features into clear docs within SLAs in partnership with Product and Product Marketing
• Run recurring syncs with Sales, Product, and Support to align on changes and launches
• Collaborate with automation teams to keep AI agents accurate
• Use ticket data and search analytics to close content gaps before they become volume
• Manage Spanish localization of Help Center content and ensure language 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

Intercom/Zendesk

AI-Optimized Content

Cross-functional Collaboration

Stakeholder Communication

Content Strategy

Tools

Intercom

Zendesk

Job description

WeTravel is seeking a Knowledge & Help Center Manager to evolve our Intercom Help Center into a scalable, AI-enhanced education engine. You will bridge Product, Marketing, Sales, and Support to translate every feature launch into clear, user-friendly documentation.

You’ll own videos, FAQs, and localization, while collaborating across teams to optimize self-service. Expect a fast-paced SaaS environment with international reach.