Knowledge and Help Center Manager

We are seeking a Knowledge and Help Center Manager to join our global team. The successful candidate will own the evolution of our Intercom Help Center, ensuring it becomes a scalable, searchable, and high-impact product education engine. You will bridge Product, Marketing, Sales, and Support, translating every feature launch into clear, user-friendly documentation while optimizing AI-driven self-service tools.

Requirements

• 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
• Fluency in written and spoken English (native or near-native level)
• Professional fluency in Spanish (additional languages a plus)
• Strong technical writing skills and ability to translate complex product workflows, payments logic, and system behaviors into clear, structured, user-focused documentation
• Experience owning and scaling a Help Center using platforms like Intercom, Zendesk, or similar
• Demonstrated experience building structured, searchable, and AI-optimized content (LLM-aware formatting, semantic structuring, question-based headings)
• Experience producing educational video content (screen recording, scripting, basic editing)
• Comfortable collaborating cross-functionally with Product, Marketing, Sales, and Customer Support teams
• Strong stakeholder communication skills and 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

Benefits

• Attractive compensation
• Full-time - Fixed Term Contract (as International Contractor)
• Generous "Time to Recharge" policy
• Amsterdam Program
• Work remotely for a maximum of 4 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
• Cambly for colleagues for whom English is not their first language