Customer Manager role focused on client relationships for construction system supplier. Driving solutions and collaboration with technical teams for long - term partnerships.
About the role
- Manage and evolve WeTravel's Help Center with clear product documentation. Collaborate cross-functionally to enhance user experience and support.
Responsibilities
- 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.
Requirements
- 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 behaviors 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 prioritization skills.
- Have experience analyzing 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.
Benefits
- Attractive compensation
- 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.
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