Knowledge Center Manager

Job Summary

Owning the evolution of the Intercom Help Center, the full-time remote Knowledge Center Manager will manage content strategy, create user-friendly documentation for product features, and optimize AI-driven self-service tools while collaborating with cross-functional teams.

Key responsibilities

• Oversee the structure, strategy, and content quality of the Help Center
• Produce and maintain product explainer videos and FAQ articles to enhance user experience
• Collaborate with Product, Marketing, Sales, and Support teams to ensure alignment on documentation and updates

Required qualifications

• 4-7+ years of experience in Knowledge Management, Technical Writing, or Help Center Management in a SaaS or high-growth startup environment
• Fluency in written and spoken English and professional fluency in Spanish
• Proven experience in scaling Help Centers using platforms like Intercom or Zendesk
• Strong technical writing skills with the ability to simplify complex product information
• Experience analyzing support tickets and search data to inform content strategy