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Freelancers / Remote
Remote Knowledge & Help Center Manager Contract Full Time NEW
About This Opportunity
WeTravel is hiring a remote Knowledge & Help Center Manager based in Poland to own the strategy, structure, and quality of its Intercom Help Center.
You’ll turn complex product updates and workflows into clear, searchable documentation, while helping build scalable self-service and AI-powered support experiences. You’ll work across Product, Marketing, Sales, Support, and automation teams to keep customers informed and reduce support friction.
This is a strategic, hands-on role for someone who sees documentation as a product and can independently improve how users learn and navigate a SaaS platform.
What You Will Be Doing
Own the structure, strategy, and content quality of the Help Center.
Create and maintain FAQ and product documentation tied to product releases.
Translate new features and complex product workflows into clear, user-friendly documentation.
Script, record, and maintain product explainer videos for the Help Center.
Produce approximately 3–5 videos per month.
Support approximately 3–5 product launches per month, plus smaller weekly launches requiring Help Center updates.
Improve Help Center searchability, tagging, structure, and discoverability.
Work with the automation team to keep the Fin AI agent accurate and effective.
Use support-ticket data and search analytics to identify and close content gaps.
Manage Spanish localization and maintain consistency across languages.
Run recurring syncs with Product, Marketing, Sales, and Support teams to stay aligned on launches and updates.
Drive visibility around documentation changes and upcoming product updates.
Build scalable, searchable, and AI-optimized knowledge content.
Requirements
4–7+ years of experience in Knowledge Management, Technical Writing, Help Center Management, or Product Education within SaaS, fintech, marketplace, or high-growth startup environments.
Fluent written and spoken English at a native or near-native level.
Professional fluency in Spanish.
Proven experience owning and scaling a Help Center using Intercom, Zendesk, or similar platforms.
Strong technical writing skills and the ability to explain complex product workflows, payments logic, and system behavior clearly.
Experience creating structured, searchable, and AI-optimized content, including LLM-aware formatting, semantic structuring, and question-based headings.
Strong cross-functional collaboration skills across Product, Marketing, Sales, and Customer Support.
Ability to manage documentation alongside fast-moving product releases and competing priorities.
Experience using support tickets, search queries, and usage data to inform content strategy.
Strong stakeholder communication skills and confidence running recurring meetings.
Comfortable working independently and taking ownership of a defined domain.
Bonus Skills
Experience with Intercom Help Center and Fin AI.
Experience creating educational video content, including screen recording, scripting, and basic editing.
Experience optimizing knowledge bases for AI-powered support.
Background in payments, travel technology, or marketplace platforms.
Understanding of SEO/AEO and content discoverability.
Experience measuring ticket deflection and self-service performance.
Benefits & Notes
$50,000–$60,000 USD compensation
Full-time position under an International Contractor agreement.
Unlimited paid time off through the “Time to Recharge” policy.
Amsterdam Program: visit the HQ for 2–4 weeks per year.
Work From Anywhere benefit of up to 4 weeks per calendar year from another approved location.
Extensive paid family leave.
Three paid volunteer days per year.
Two-week cross-functional onboarding program.
Equipment and tools provided, including support for work-from-home equipment.
Cambly access for colleagues whose first language is not English.
International, remote-first team.
Important: Candidates must have the legal right to work in Poland (citizenship or residency). WeTravel does not provide visa sponsorship or relocation assistance.
View their full job description and apply directly with them by clicking on the apply button
*Please only apply if you meet the requirements*
