Knowledge and Help Center Manager - Brazil

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.

Responsibilities

Owning the evolution of our Intercom Help Center and ensuring it becomes a scalable, searchable, and high-impact product education engine; Bridging Product, Marketing, Sales, and Support, translating every feature launch into clear, user-friendly documentation while optimizing AI-driven self-service tools; 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

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; Fluent in written and spoken English (native or near-native level); Professionally fluent in Spanish; Full legal right to work in a LATAM country (citizenship or residency); Proven experience owning and scaling a Help Center using platforms like Intercom, Zendesk, or similar; Strong technical writing skills; Ability to translate complex product workflows, payments logic, and system behaviors into clear, structured, user-focused documentation; Demonstrated experience building structured, searchable, and AI-optimized content (LLM-aware formatting, semantic structuring, question-based headings); Comfortable collaborating cross-functionally with Product, Marketing, Sales, and Customer Support teams; Ability to manage documentation alongside fast-moving product releases with strong prioritization skills; Experience analyzing support tickets, search queries, and usage data to inform content strategy; Strong stakeholder communication skills; Comfortable working adjusted / early US East Coast hours, approximately 7:00 AM–3:00 PM ET

Nice to have

Additional languages; 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 — 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