Customer Support Manager Americas - Mexico Remote

The role

You will lead and develop the LATAM Customer Support team and manage Fin (Intercom) operations. You will act as the voice of the customer, working with Product, Sales, and Engineering to shape the platform.

What you will do

• Manage, coach, and grow a customer support team through 1:1s, performance reviews, and career plans
• Build onboarding and ongoing training programs for the team
• Hire and onboard new team members as the team expands
• Act as final escalation point for complex technical and account issues
• Design, document, and improve Fin (Intercom) workflows, routing, automation, and AI agent performance
• Track deflection and self-serve performance and use search and ticket data to close content gaps
• Act as voice of the customer with Product and Engineering, surfacing feedback, trends, and bugs
• Collaborate with Account Management, Sales, and Payment Operations on escalations and handoffs
• Own and report team KPIs such as CSAT, first response time, resolution time, SLAs, and QA scores
• Lead customer communications during outages, incidents, and planned maintenance

Required qualifications

• Professionally fluent in English and Spanish
• 3-4 years managing, coaching, and leading a customer-facing support team
• 1-3 years hands-on Fin (Intercom) administration experience
• Experience deploying or optimizing AI agents (such as Fin) and measuring deflection and resolution rates
• Experience managing a team to metrics such as first response time, resolution time, CSAT, and QA scores
• Ability to analyze support tickets, search queries, and usage data
• Strong project and program management skills
• Clear written and in-person communication skills
• Full legal right to work in Mexico (citizenship or residency)

Nice to have

• Additional languages beyond English and Spanish
• Experience in a SaaS, fintech, payments, or travel tech company

Benefits

• Unlimited paid time off ("Time to Recharge" policy)
• Amsterdam Program: 2-4 weeks per year at HQ in Amsterdam, staying in a WeTravel apartment
• Work From Anywhere: up to 4 weeks per calendar year from another approved location
• Extensive paid family leave
• Three paid volunteer days per year
• 2-week cross-functional onboarding program
• Cutting-edge equipment and tools, with coverage for certain work-from-home equipment
• Access to Booking Marketplace for discounted personal hotel and flight bookings

Before you apply

• Must have the full legal right to work in Mexico (citizenship or residency)
• WeTravel cannot offer visa sponsorship or relocation assistance
• Works under a B2B contractor agreement with monthly payments in USD

About the company

WeTravel is an equal opportunity employer with an international team focused on transforming the travel industry. Its platform serves travel organizers, and the company sees customer support as a product, not a cost center.