Customer Support Manager Americas - US Remote

The role

You will lead the LATAM Customer Support team and manage Fin (Intercom) operations. You will develop your team, design AI-driven workflows, and act as the voice of the customer to Product and Engineering.

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 the final escalation point for complex technical and account issues
• Lead customer communications during outages, incidents and planned maintenance
• Design, document and improve Fin (Intercom) workflows, routing, automation and AI agent performance
• Track deflection and self-serve performance and use ticket and search data to close content gaps
• Partner with Product and Engineering as the voice of the customer
• Own and report team KPIs such as CSAT, first response time, resolution time, SLAs and QA scores
• Identify inefficiencies and build process improvements that scale

Required qualifications

• Professionally fluent in English and Spanish
• 3 to 4 years managing, coaching and leading a customer-facing support team
• 1 to 3 years hands-on Fin (Intercom) administration experience
• Experience deploying or optimizing AI agents and measuring ticket 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 to spot patterns
• Strong project and program management skills
• Clear written and in-person communication with customers, team and senior leadership
• Comfortable with some weekend flexibility

Nice to have

• Additional languages
• Experience in a SaaS, fintech, payments or travel tech company

Benefits

• US team members get employer-covered HDHP medical, PPO dental and standard vision coverage, or a choice of plans
• Unlimited paid time off under the Time to Recharge policy
• Amsterdam Program: 2 to 4 weeks per year at the Amsterdam HQ in a WeTravel apartment
• Work From Anywhere: up to four 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
• Employer-sponsored 401(k) with a 2% company match
• Access to a Booking Marketplace for personal travel at discounted rates

Before you apply

• Candidates residing in Alaska, California, Colorado, New York or Washington are not being accepted at this time
• Candidates must have the full legal right to work in the US (citizenship or residency)
• WeTravel is not able to offer visa sponsorship or relocation assistance at this time

About the company

WeTravel is a travel organizer platform headquartered in Amsterdam. The company describes its customer support as a product rather than a cost center.