知识与帮助中心经理
Knowledge and Help Center Manager
你好！👋 我是Gerda，WeTravel的客户支持主管。我在WeTravel已经有一段时间了，真正享受与公司一起成长的过程。我住在美丽的布达佩斯 🇭🇺，很兴奋能找到一位知识与帮助中心经理加入我们出色的全球团队！
在这个职位中，你将负责我们的Intercom帮助中心的演进，确保它成为一个可扩展、可搜索且高影响力的的产品教育引擎。你将连接产品、市场、销售和支持团队，将每个功能发布转化为清晰、用户友好的文档，同时优化我们的AI驱动的自助工具。你的工作将直接影响成千上万的旅行组织者如何理解和采用我们的平台。
如果你是一位有战略思维的内容思考者，将文档视为产品，喜欢为复杂性带来清晰度，并热衷于构建可扩展的自助体验——我们希望见到你！
### **我们如何工作**
在WeTravel，我们的帮助中心是产品体验的核心部分。随着我们全球化扩展并加大对AI驱动的支持的投资，这个职位位于产品、教育和自动化交汇点。
你将负责一个直接塑造成千上万旅行组织者理解我们平台的领域，并拥有自主权以正确的方式构建它。我们注重系统性、协作性和持续改进。你将与产品、市场、销售和支持团队紧密合作，定期同步以确保所有人都对发布内容、更新和最新指导保持一致。
我们重视积极解决问题的人，他们能在内容缺口变成支持工单之前就发现它们，我们也会庆祝那些在快速变化的环境中带来结构和清晰度的人。
### **每周你会做这些事情**
- 负责帮助中心的结构、策略和内容质量。
- 编写、录制并维护嵌入到帮助中心中的产品解释视频。
- 创建和维护与产品发布相关的常见问题文章，提高可搜索性和标签。
- 与产品和产品市场团队合作，根据约定的SLA将新功能转化为清晰、用户友好的文档。
- 定期与销售、产品和客服团队同步，确保对变更和即将发生的变化达成一致。
- 与我们的自动化团队密切合作，确保Fin AI代理准确有效。
- 使用工单数据和搜索分析来填补内容缺口。
查看英文原文
Hi! 👋 I'm Gerda, Head of Customer Support at WeTravel. I've been with WeTravel for quite some time and have truly enjoyed growing with the company. I'm based in beautiful Budapest 🇭🇺, and I'm excited to find a Knowledge & Help Center Manager to join our amazing global team!
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!
### **How We Work**
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. We're systems-oriented, collaborative, and focused on continuous improvement. You'll work closely with Product, Marketing, Sales, and Support teams, running recurring syncs to ensure everyone stays aligned on launches, updates, and where to find the latest guidance.
We value proactive problem-solvers who spot content gaps before they become support tickets, and we celebrate those who bring structure and clarity to fast-moving environments
### **On a Weekly Basis You Will Find Yourself**
- 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.
**You should apply if you:**
- 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.
**Bonus points if you 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.
**You might not be the right fit if you:**
- Not comfortable generating video content or providing voice-over for screen recordings etc.
- Prefer purely reactive writing assignments without strategic input.
- Are uncomfortable owning a domain and making decisions independently.
- Find it challenging to work across multiple stakeholders without losing momentum.
- Struggle with fast-paced environments or frequent product changes.
- Don't enjoy diving into technical product logic or workflows.
- Prefer highly structured corporate environments with rigid processes.
### **Benefits**
- Attractive compensation
- Full-time - Fixed Term Contract (as International Contractor).
- 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.
- Although this is a remote role, employees are hired into a designated country of employment. Our Work From Anywhere perk provides eligible employees with up to four weeks per calendar year to work temporarily from another approved location.
- 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.
- Cutting-edge equipment and tools to set you up for success.
- Cambly for colleagues for whom English is not their first language.
- Join an international, travel-loving team with a passion for adventure and innovation.
**Please note:**
- **As a member of our international team, you’ll work full-time under a B2B contractor agreement, with monthly payments in USD.**
- For this role, we can only consider candidates who have the full legal right to work in the countries this role advertised for (citizenship or residency). Unfortunately, WeTravel is not able to offer visa sponsorship or relocation assistance at this time.
### Equal Opportunities
WeTravel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds, experiences, and perspectives. If you're excited about this opportunity and believe you're a good fit, we encourage you to apply and join us in transforming the travel industry!