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, and optimize AI-driven self-service tools to enhance product education for travel organizers across LATAM.

Key responsibilities

• Oversee the structure, strategy, and content quality of the Help Center
• Translate new product features into clear documentation while maintaining FAQ articles and product explainer videos
• Collaborate with cross-functional teams to ensure alignment on product updates and maintain content accuracy

Required qualifications

• 4-7+ years of experience in Knowledge Management, Technical Writing, or Help Center Management within 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 create structured, user-focused documentation
• Experience analyzing support data to inform content strategy and improve user experience