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 general team!

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! 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 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. Owning the structure, strategy, and content quality of our Help Center. Scripting, recording, and maintaining product explainer videos embedded into our Help Center.

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. Producing roughly 3–5 videos per month. 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.

Have experience producing educational video content (screen recording, scripting, basic editing). Video confidence is a core requirement, not a bonus. 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; Have demonstrated experience building structured, searchable, and AI‐optimized content (LLM‐aware formatting, semantic structuring, question‐based headings).

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. Understanding of SEO/AEO principles and content discoverability.

Experience measuring ticket deflection and self‐serve performance. Not comfortable generating video content or providing voice‐over for screen recordings etc. Prefer purely reactive writing assignments without strategic input.

Full‐time – Fixed Term Contract (as International Contractor). ~ Work remotely for a maximum of 4 weeks per calendar year. ~ Cambly for colleagues whose English is not their first language. ~ Join an international, travel‐loving team with a passion for adventure and innovation. 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).

WeTravel is not able to offer visa sponsorship or relocation assistance at this time.

📌 Knowledge and Help Center Manager (Madrid)
🏢 WeTravel
📍 Madrid