Knowledge and Help Center Manager - US Remote

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. If you're a strategic content thinker who sees documentation as a product, loves bringing clarity to complexity, and is passionate about building scalable self-service experiences - we'd love to meet you!

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 East Coast hours, approximately 7:00 AM–3:00 PM ET; Have the full legal right to work in the US (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; Your health matters – US team members get 100% employer-covered HDHP medical, DHMO dental, and standard vision coverages or a choice of plans that suit your needs; Generous Time to Recharge policy — enjoy unlimited paid time off to rest, recharge, and show up as your best self; Amsterdam Program – visit us in Amsterdam (HQ) for 2-4 weeks every year, staying in one of our WeTravel apartments; Work remotely for a maximum of 4 weeks per calendar year; Extensive paid family leave; Three paid volunteer days per year — take time to give back to causes you care about, on us; 2-week cross-functional onboarding program; Join an international, travel-loving team with a passion for adventure and innovation; Employer-sponsored 401(k) plan with a 2% company match to support your long-term financial goals