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Customer Support Manager Americas - Mexico Remote

WeTravel· Customer Experience (CX)
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Remote$45k - $50kFull-timePosted 2w ago

About the role

Customer Support Manager for the Americas (Mexico remote) responsible for leading LATAM support and Fin (Intercom) operations, scaling the team, propagating feature launches into workflows, and delivering world-class customer support.

Responsibilities

  • Lead and develop a team of Customer Support agents through 1:1s, performance conversations, and career development plans
  • Build onboarding and training programs to grow product knowledge and customer skills
  • Hire and onboard new team members as the team expands
  • Foster a culture of ownership, accountability, and continuous improvement
  • Act as the final escalation point for complex technical and account issues
  • Maintain a clear prioritization framework for the team
  • Lead customer communications during outages, incidents, and planned maintenance
  • Design, document, and continuously improve Fin (Intercom) workflows, routing, automation, and AI agent performance
  • Track deflection and self-serve performance; analyze search and ticket data to close content gaps
  • Partner with Product and Engineering to surface feedback, trends, and bugs and help prioritize
  • Collaborate with Account Management, Sales, and Payment Operations on escalations and handoffs
  • Contribute to defining WeTravel's Customer Support goals and strategy
  • Own and report on team KPIs (CSAT, first response time, resolution time, SLAs, QA scores) to senior leadership
  • Identify inefficiencies and implement scalable process improvements

Qualifications

  • Fluent in English and Spanish (required)
  • 3–4 years of experience managing and coaching a customer-facing support team
  • 1–3 years of hands-on Fin (Intercom) administration experience
  • Experience in SaaS, fintech, payments, or travel tech is a plus
  • Experience deploying or optimizing AI agents and measuring deflection, resolution, and self-serve performance
  • Experience managing teams to metrics like first response time, resolution time, CSAT, QA scores
  • Ability to analyze support tickets, search queries, and usage data to make recommendations
  • Strong project and program management skills for cross-functional initiatives
  • Clear written and verbal communication with customers, team, and senior leadership
  • Willingness to work some weekend shifts for coverage

Skills

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

Benefits

  • Full-time, Fixed Term Contract (International Contractor)
  • Unlimited paid time off (Time to Recharge)
  • Amsterdam Program: 2-4 weeks per year in Amsterdam HQ
  • Work From Anywhere: up to 4 weeks per year in approved locations
  • Extensive paid family leave
  • Three paid volunteer days per year
  • 2-week cross-functional onboarding program
  • Equipment and WFH coverage
  • International, travel-loving team culture
  • Booking Marketplace access with exclusive personal travel discounts
Last updated Oct 21, 2026. Interested? Apply on the company site.

About WeTravel

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