[Hiring] Customer Support Manager @WeTravel

Role Description

Hi!👋 I'm Beth Trame, Global Director of Customer Support, based in the US. I'm excited to find a Customer Support Manager - Americas to join our amazing global team.

In this role, you'll own the LATAM Customer Support team while also managing our Fin (Intercom) operations. You'll bridge Product, Marketing, Sales, and Support - translating every new feature launch into Fin (Intercom) workflows and AI-deflection programs, while also uplifting your direct team of agents to provide best-in-class customer support. Your work will directly shape how thousands of travel organizers understand and adopt our platform.

This is a hands-on management role. Your primary focus is leading and developing the team, and you'll stay closely involved in Fin (Intercom) and all of its operations as the function scales.

If you're a strategic customer support manager who sees support as a product, loves bringing clarity to complexity, and is passionate about building scalable customer support experiences - we'd love to meet you!

Qualifications

• Professionally fluent in English and Spanish (additional languages a plus)
• 3–4 years of experience managing, coaching, and leading a customer-facing support team
• 1–3 years of hands-on Fin (Intercom) administration experience
• Experience in a SaaS, fintech, payments, or travel tech company (a plus, not required)
• Experience deploying or optimizing AI agents (such as Fin)
• Managed a team to metrics like first response time, resolution time, CSAT, and QA scores
• Can analyze support tickets, search queries, and usage data to spot patterns
• Strong project and program management skills
• Enjoy building structure where little exists
• Communicate clearly in writing and in person
• Open to some weekend flexibility

Requirements

• Prefer a clearly defined, stable scope with established processes already in place
• Looking for a purely individual contributor role without people leadership
• Uncomfortable owning customer relationships and leading critical escalations directly
• Prefer to wait for direction rather than own a domain and make decisions independently
• Find it hard to keep momentum when working across many stakeholders
• Don't enjoy digging into technical product logic, workflows, and system configuration

On a Weekly Basis You Will Find Yourself

• Leading and developing your team
• Managing, coaching, and growing a team of Customer Support agents
• Building onboarding and ongoing training programs
• Hiring and onboarding new team members
• Fostering a team culture of ownership, accountability, and continuous improvement
• Acting as the final escalation point for complex technical and account issues
• Maintaining a clear prioritization framework
• Leading customer communications during outages, incidents, and planned maintenance
• Designing, documenting, and continuously improving Fin (Intercom) workflows
• Tracking deflection and self-serve performance
• Partnering with Product and Engineering as the voice of the customer
• Collaborating with Account Management, Sales, and Payment Operations
• Contributing to the definition of WeTravel's Customer Support goals and strategy
• Owning and reporting on team KPIs
• Identifying inefficiencies and building process improvements

Benefits

• Full-time, Fixed Term Contract (International Contractor)
• Generous "Time to Recharge" policy — unlimited paid time off
• Amsterdam Program – visit us in Amsterdam (HQ) for 2-4 weeks every year
• Work remotely for a maximum of 4 weeks per calendar year
• Extensive paid family leave
• Three paid volunteer days per year
• 2-week cross-functional onboarding program
• Cutting-edge equipment and tools to set you up for success
• Join an international, travel-loving team with a passion for adventure and innovation

Please Note

As a member of our international team, you’ll work full-time under a B2B contractor agreement, with monthly payments in USD. For this role, we can only consider candidates who have the full legal right to work in Mexico. 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!