Knowledge & Help Center Manager (SaaS)

TL;DR

Knowledge & Help Center Manager (SaaS): Managing the evolution of the Intercom Help Center to create a scalable product education engine with an accent on AI-driven self-service and cross-functional alignment. Focus on translating complex product features into user-friendly documentation and optimizing AI agent accuracy.

Location: Remote (Must have the full legal right to work in Spain)

Company

hirify.global is a global platform helping travel organizers manage and scale their bookings and payments.

What you will do

• Own the structure, strategy, and content quality of the Help Center.
• Create and maintain FAQ articles tied to product releases within agreed SLAs.
• Produce product explainer videos, including scripting and recording.
• Collaborate with Product, Marketing, Sales, and Support teams to ensure alignment on updates.
• Optimize the Fin AI agent and use ticket data to close content gaps.
• Manage Spanish localization of Help Center content to ensure consistency.

Requirements

• 3–5+ years of experience in Knowledge Management or Technical Writing within SaaS, fintech, or marketplaces.
• Native or near-native English proficiency (C2).
• Professional fluency in Spanish.
• Proven experience scaling Help Centers using Intercom, Zendesk, or similar platforms.
• Ability to translate complex product workflows and payments logic into structured documentation.
• Experience building AI-optimized content and producing educational video content.

Nice to have

• Direct experience with Intercom Help Center & Fin AI.
• Background in payments, travel tech, or marketplace platforms.
• Understanding of SEO/AEO principles and content discoverability.
• Experience measuring ticket deflection and self-serve performance.

Culture & Benefits

• Full-time B2B contractor agreement with monthly payments in USD.
• Unlimited paid time off via the "Time to Recharge" policy.
• Annual Amsterdam Program: 2–4 week visit to the HQ in Amsterdam.
• Extensive paid family leave and three paid volunteer days per year.
• 2-week cross-functional onboarding program and cutting-edge equipment.
• Access to Cambly for language support.