Hi! 👋 I'm Chris, Director of Activation & Implementation at WeTravel. I have been focused on efficient activation & accurate implementation of software products for over the last decade supporting thousands of organizers. I am looking for an eager player coach to lead the growing solutions engineering team as we scale our services & support product development. We plan to be the one stop shop for multi day organizers and we know the right leader can help us accomplish our goal.

You will own complex technical customer engagements end to end — designing and building integrations between WeTravel and third-party systems — while also leading and developing a small team of Sales Engineers and Technical Account Managers.

This role spans both pre- and post-sale: from technical evaluation and solution design with high-value prospects, through to driving adoption and long-term implementation with existing customers. Long-term, this team may evolve into a dedicated Professional Services function.

How we work

You will sit within the Customer Experience organisation, reporting to the Implementation & Activation Director. On a day-to-day basis, you’ll work closely with Sales, Product, Account Management, Onboarding, and Engineering — acting as the clearest conduit between customer needs and the product roadmap. We move quickly, value clarity, and expect you to build the processes that help the team scale.

You should apply if you

• Have 3+ years of experience in solutions engineering, technical account management, implementation, or a related customer-facing technical role

• Are comfortable reading API documentation, troubleshooting integrations, and designing data flows between systems

• Have at least 1 year of experience managing, mentoring, or leading a technical or customer-facing team

• Enjoy leading technical discussions with both technical and non-technical stakeholders across pre- and post-sale contexts

• Are deeply familiar with integration tools like Zapier, and can design, troubleshoot, and optimise automated workflows

• Have strong project and programme management skills — you can scope, plan, and drive complex cross-functional initiatives

• Thrive in evolving environments and enjoy building structure where little exists

You might not be the right fit if you

• Prefer a highly defined, stable scope with established processes already in place

• Are looking for a purely technical individual contributor role without team leadership responsibilities

• Are not comfortable owning customer relationships and leading technical conversations directly

On a weekly basis you will find yourself

Helping customers succeed

• Leading technical discovery, solution design, and demo presentations for high-value prospects and existing customers

• Providing hands-on support across integrations including Google Analytics, Zapier, QuickBooks, public APIs, webhooks, and complex inventory setups

• Acting as the escalation point for senior technical issues, and maintaining a clear prioritisation framework for the team’s work

Leading and developing your team

• Managing, coaching, and growing a small team of Sales Engineers and Technical Account Managers through regular 1:1s, performance conversations, and career development planning

• Building team processes, playbooks, and onboarding resources that scale as the function grows

• Taking part in hiring and training as the team expands

Working cross-functionally

• Partnering with Sales, Onboarding, Account Management, and Product to keep customer needs visible and well-represented

• Surfacing customer feedback to Product and Engineering, and helping prioritise with clarity

• Contributing to the definition of WeTravel’s Professional Services model as the team evolves

Building process and strategy

• Defining and documenting the technical sales and implementation process for the team

• Building a library of reusable technical assets: demo environments, integration guides, and solution templates

• Tracking and reporting on key metrics: deal support coverage, implementation timelines, and technical CSAT

On a Weekly Basis You Will Find Yourself

• Owning the structure, strategy, and content quality of our Help Center.

• Scripting, recording, and maintaining product explainer videos embedded into 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.

• 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.

You should apply if you:

• 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.

• Have experience producing educational video content (screen recording, scripting, basic editing). — video confidence is a core requirement, not a bonus.

• 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).

• 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.

Bonus points if you have:

• Direct experience with Intercom Help Center & Fin AI.

• Experience optimizing knowledge bases for AI-powered support tools.

• Background in payments, travel tech, or marketplace platforms.

• Understanding of SEO/AEO principles and content discoverability.

• Experience measuring ticket deflection and self-serve performance.

You might not be the right fit if you:

• Not comfortable generating video content or providing voice-over for screen recordings etc.

• Prefer purely reactive writing assignments without strategic input.

• Are uncomfortable owning a domain and making decisions independently.

• Find it challenging to work across multiple stakeholders without losing momentum.

• Struggle with fast-paced environments or frequent product changes.

• Don't enjoy diving into technical product logic or workflows.

• Prefer highly structured corporate environments with rigid processes.

Benefits

• Attractive compensation

• Generous "Time to Recharge" policy — enjoy unlimited paid time off to rest, recharge, and show up as your best self.

• Work remotely for a maximum of 4 weeks per calendar year.

• 2-week cross-functional onboarding program.

• Cycle-to-work scheme (Swapfiets subscription) or commuting reimbursement.

• Monday and Thursday lunches and after-work social events.

• Beautiful office in central Amsterdam – rooftop garden and right by Rokin metro.

• Extensive paid family leave.

• Three paid volunteer days per year — take time to give back to causes you care about, on us.

• Cutting-edge equipment and tools to set you up for success.

• Join an international, travel-loving team with a passion for adventure and innovation.

• Employer-sponsored pension plan with a 2% employer contribution deposited into your individual pension account.

• Access to a 10% group discount on supplementary/additional health insurance (aanvullende verzekeringen), with the same discount available to eligible family members.

Work authorisation

For this role, we can only consider candidates who have the full legal right to work in the Netherlands (citizenship or residency). Unfortunately, WeTravel is not able to offer visa sponsorship or relocation assistance at this time.

Equal Opportunities

WeTravel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds, experiences, and perspectives. If you're excited about this opportunity and believe you're a good fit, we encourage you to apply and join us in transforming the travel industry!