Knowledge and Help Center Manager - Chile

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. 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.

Responsibilities

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

Requirements

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; Are comfortable to work adjusted / early US East Coast hours, approximately 7:00 AM–3:00 PM ET; Have the full legal right to work in a LATAM country (citizenship or residency)

Nice to 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

Benefits

Attractive compensation; Generous 'Time to Recharge' policy — unlimited paid time off; Amsterdam Program – visit Amsterdam (HQ) for 2-4 weeks every year; Work From Anywhere benefit providing up to four weeks per calendar year to work temporarily from another approved location; Extensive paid family leave; Three paid volunteer days per year; 2-week cross-functional onboarding program; Cutting-edge equipment and tools; Coverage for certain work-from-home (WFH) equipment; Join an international, travel-loving team