Knowledge and Help Center Manager (Spanish)

Location: Lithuania (Remote). The role is advertised for candidates with the full legal right to work in Lithuania; visa sponsorship and relocation assistance are not available.

Company

hirify.global provides a SaaS platform for travel organizers and operates at the intersection of travel technology, payments, and marketplace services.

What you will do

• Own the structure, strategy, and content quality of the Intercom Help Center.
• Create and maintain FAQs, product documentation, search improvements, tagging, and educational videos.
• Translate product launches and complex workflows, including payments logic and system behavior, into clear user-facing content.
• Work with the automation team to keep the Fin AI agent accurate and effective.
• Use support tickets, search analytics, and usage data to identify content gaps and improve self-service.
• Manage Spanish localization and coordinate documentation updates with Product, Marketing, Sales, and Support for approximately 3–5 launches per month.

Requirements

• 4–7+ years of experience in Knowledge Management, Technical Writing, Help Center Management, or Product Education.
• Native or near-native English in written and spoken communication.
• Professional fluency in Spanish.
• Experience owning and scaling a Help Center with Intercom, Zendesk, or a similar platform.
• Strong technical writing, content structuring, prioritization, stakeholder communication, and cross-functional collaboration skills.
• Experience analyzing support tickets, search queries, and usage data to guide content strategy.

Nice to have

• Experience with Intercom Help Center and Fin AI.
• Experience scripting, recording, and editing educational product videos.
• Experience optimizing knowledge bases for AI-powered support tools.
• Background in payments, travel technology, or marketplace platforms.
• Understanding of SEO/AEO, content discoverability, ticket deflection, and self-service performance.

Culture & Benefits

• Full-time fixed-term international contractor engagement under a B2B agreement, with monthly payments in USD.
• Unlimited paid time off through the Time to Recharge policy and extensive paid family leave.
• Amsterdam program with a 2–4 week annual visit to the headquarters and accommodation in a hirify.global apartment.
• Work From Anywhere perk allowing eligible employees to work temporarily from another approved location for up to four weeks per calendar year.
• Paid volunteer days, a two-week cross-functional onboarding program, and equipment and tools for the role.
• Cambly access for colleagues whose first language is not English.

Hiring process

• Complete a two-week cross-functional onboarding program after joining.