← All roles

Customer Support Manager Americas - US Remote

WeTravel· Customer Experience (CX)
Apply on company site
Remote$76k - $84.5kFull-timePosted 2w ago

About the role

Manager for Americas (LATAM) Customer Support with Fin (Intercom) operations. Hands-on leadership of a remote team, owning support processes, AI deflection, and cross-functional collaboration to scale WeTravel’s customer support.

Responsibilities

  • Own the LATAM Customer Support team while managing Fin (Intercom) operations.
  • Lead and develop a remote customer support team (coaching, 1:1s, performance reviews, development plans).
  • Design, document, and optimize Fin (Intercom) workflows, routing, automation, and AI agent performance.
  • Track deflection and self-serve metrics; close content gaps using data from search and tickets.
  • Serve as the voice of the customer to Product, Marketing, Sales, and Engineering; influence roadmap.
  • Maintain prioritization framework and handle escalations for complex technical issues.
  • Lead customer communications during outages, incidents, and planned maintenance.
  • Own and report on team KPIs (CSAT, first response time, resolution time, SLAs, QA).
  • Partner with Product, Engineering, Account Management, Payment Operations on escalations and handoffs.
  • Contribute to the definition of WeTravel's Customer Support goals and strategy.
  • Build onboarding and ongoing training programs; hire and onboard new team members.

Qualifications

  • Fluent in English and Spanish (required); additional languages a plus.
  • 3–4 years of experience managing and coaching a customer-facing support team (1:1s, performance reviews, PIPs).
  • 1–3 years of hands-on Fin (Intercom) administration experience (workflows, routing, snippets).
  • Experience in SaaS, fintech, payments, or travel tech (preferred).
  • Experience deploying or optimizing AI agents and measuring deflection, resolution, and self-serve performance.
  • Track record of managing teams to metrics like first response time, resolution time, CSAT, QA.
  • Ability to analyze support tickets, search queries, and usage data to identify patterns and make recommendations.
  • Strong project and program management skills; ability to scope, plan, and drive cross-functional initiatives.
  • Comfort owning customer relationships and leading critical escalations; ability to work across multiple stakeholders.
  • Comfort with occasional weekend flexibility.

Skills

Required:Bilingual communication (English and Spanish)People leadershipFin (Intercom) administration

Benefits

  • Health: 100% employer-covered HDHP medical, PPO dental, and standard vision (or plan alternatives).
  • Unlimited paid time off (Time to Recharge).
  • Amsterdam Program: 2–4 weeks per year in Amsterdam HQ.
  • Work From Anywhere benefit: up to four weeks per calendar year remote work from another location.
  • Extensive paid family leave.
  • Three paid volunteer days per year.
  • 2-week cross-functional onboarding program.
  • Equipment coverage for WFH setup.
  • Employer-sponsored 401(k) with 2% company match.
  • Discounts on Booking Marketplace for personal travel.
  • International, travel-loving team culture.
Last updated Oct 21, 2026. Interested? Apply on the company site.

About WeTravel

Company profileWebsite

More open roles at WeTravel