At a Glance
- Tasks: Lead the evolution of our Help Center and create impactful product documentation.
- Company: Join WeTravel, a dynamic company passionate about travel and innovation.
- Benefits: Enjoy unlimited paid time off, remote work options, and generous family leave.
- Other info: Collaborative environment with opportunities for professional growth and international experiences.
- Why this job: Shape how thousands of travel organisers use our platform with your strategic content skills.
- Qualifications: 3-5 years in Knowledge Management or Technical Writing; fluent in English and Spanish.
The predicted salary is between 50000 - 60000 € per year.
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.
- 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.
- Scripting, recording, and maintaining product explainer videos embedded into our Help Center.
- 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 3–5+ 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 behaviours into clear, structured, user‑focused documentation.
- Have demonstrated experience building structured, searchable, and AI‑optimized content (LLM‑aware formatting, semantic structuring, question‑based headings).
- Have experience producing educational video content (screen recording, scripting, basic editing).
- Are comfortable collaborating cross‑functionally with Product, Marketing, Sales, and Customer Support teams.
- Can manage documentation alongside fast‑moving product releases with strong prioritisation skills.
- Have experience analysing 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 optimising 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:
- 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.
- 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.
- 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!
Knowledge and Help Center Manager employer: Wetravel Inc.
At WeTravel, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation. Based in the picturesque city of Budapest, our team enjoys generous benefits such as unlimited paid time off, extensive family leave, and opportunities for professional growth through cross-functional onboarding and international experiences. Join us to be part of a passionate, travel-loving community dedicated to transforming the travel industry while enjoying the autonomy to shape impactful product education.
StudySmarter Expert Advice🤫
We think this is how you could land Knowledge and Help Center Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at WeTravel on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for your application process. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by understanding WeTravel's products inside out. Dive into their Help Center, explore their features, and think about how you can contribute to making it even better. Show us you’re passionate about the role!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've tackled challenges in previous roles, especially around knowledge management and content creation. We love hearing about real-life experiences!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our amazing team at WeTravel!
We think you need these skills to ace Knowledge and Help Center Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in Knowledge Management and Help Center Management. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Writing Skills:Since this role involves a lot of documentation, include samples of your technical writing or any user-friendly content you've created. We love seeing clear, structured examples that demonstrate your ability to simplify complex information.
Be Proactive in Your Approach:In your application, mention any instances where you identified content gaps or improved existing documentation. We appreciate candidates who take initiative and can think strategically about content management.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity to join our team!
How to prepare for a job interview at Wetravel Inc.
✨Know Your Stuff
Before the interview, dive deep into WeTravel's Help Center and understand how it operates. Familiarise yourself with their product offerings and think about how you would improve the documentation. This shows you're proactive and genuinely interested in the role.
✨Showcase Your Writing Skills
Prepare a portfolio of your previous work that highlights your technical writing abilities. Include examples of user-friendly documentation or educational content you've created. Be ready to discuss your process for translating complex information into clear, structured content.
✨Be Ready to Collaborate
Since this role involves working closely with various teams, come prepared with examples of how you've successfully collaborated in the past. Think about specific projects where you bridged gaps between departments and how you ensured everyone was aligned.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Ask about the current challenges the Help Center faces or how they measure the success of their self-service tools. This demonstrates your strategic thinking and genuine interest in contributing to their goals.
