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