Knowledge and Help Center Manager - Mexico

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

Own the structure, strategy, and content quality of our Help Center; Script, record, and maintain product explainer videos embedded into our Help Center; Create and maintain FAQ articles tied to product releases, improving searchability and tagging; Partner with Product and Product Marketing to translate new features into clear, user-friendly documentation within agreed SLAs; Run recurring syncs with Sales, Product, and Support teams to ensure alignment on what's changed and what's coming; Work closely with our automation team to keep the Fin AI agent accurate and effective; Use ticket data and search analytics to close content gaps before they become support volume; Manage Spanish localization of Help Center content and ensure consistency across languages; Support approximately 3–5 product launches per month, with weekly smaller launches requiring Help Center updates; Produce 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 (additional languages a plus); 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; confidence running recurring syncs and driving visibility on updates; Comfortable working adjusted / early US East Coast hours, approximately 7:00 AM–3:00 PM ET; 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; Additional languages (a plus)

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; 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