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WeTravel is seeking a Customer Support Manager for the Americas region to lead and scale the LATAM customer support team while owning Fin (Intercom) operations. This is a hands-on management role reporting to the Global Director of Customer Support.
You will lead a team of customer support agents, managing performance, coaching, hiring, and career development. You'll act as the final escalation point for complex technical and account issues, maintaining prioritization frameworks and leading customer communications during incidents. A core responsibility is designing, documenting, and optimizing Fin (Intercom) workflows, routing, automation, and AI agent performance—tracking deflection rates, self-serve metrics, and using ticket data to close content gaps.
You'll work cross-functionally with Product, Engineering, Sales, Account Management, and Payment Operations, serving as the voice of the customer and surfacing feedback and trends to inform the product roadmap. You'll own and report on team KPIs including CSAT, first response time, resolution time, SLAs, and QA scores. The role involves identifying inefficiencies and building scalable process improvements as the function grows.
WeTravel views customer support as a product, not a cost center. The company moves quickly, values empathy and honesty, and expects you to build processes that enable team scaling while maintaining a customer-forward approach. You'll enjoy unlimited paid time off, an annual Amsterdam visit (2–4 weeks), up to 4 weeks annual work-from-anywhere flexibility, extensive paid family leave, three paid volunteer days, and comprehensive equipment support.
REQUIREMENTS:
- Professional fluency in English and Spanish (required); additional languages a plus
- 3–4 years of experience managing and leading a customer-facing support team, including 1:1s, performance reviews, and performance improvement plans
- 1–3 years of hands-on Fin (Intercom) administration experience: designing, troubleshooting, and optimizing automated workflows, routing, and snippets
- Experience deploying or optimizing AI agents (such as Fin) and measuring ticket deflection, resolution rates, and self-serve performance
- Proven ability to manage teams to metrics like first response time, resolution time, CSAT, and QA scores, and turn data into coaching or improvement plans
- Ability to analyze support tickets, search queries, and usage data to identify patterns and make recommendations
- Strong project and program management skills: scoping, planning, and driving complex cross-functional initiatives
- Comfortable building structure where little exists and thriving in changing environments
- Clear written and verbal communication with customers, team, and senior leadership
- Open to weekend flexibility to support occasional customer support coverage
- Experience in SaaS, fintech, payments, or travel tech is a plus
- Full legal right to work in Mexico (citizenship or residency); no visa sponsorship available
