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WeTravel is seeking a Customer Support Manager for the Americas region to lead the LATAM customer support team and oversee Fin (Intercom) operations. Reporting to the Global Director of Customer Support, you will own team leadership, strategy, and execution while maintaining hands-on involvement in support operations as the function scales.
In this role, you'll manage a team of customer support agents, coaching them through 1:1s, performance reviews, and career development. You'll design and optimize Fin (Intercom) workflows, automation, and AI agent performance to drive ticket deflection and self-serve capabilities. You'll act as the final escalation point for complex technical and account issues, and serve as the voice of the customer to Product and Engineering, surfacing feedback and trends that inform the product roadmap.
You'll work cross-functionally with Sales, Product, Account Management, Payment Operations, and Engineering to translate feature launches into support workflows and customer communications. You'll own key performance metrics including CSAT, first response time, resolution time, SLAs, and QA scores, using data to drive coaching and process improvements. You'll also lead customer communications during outages and incidents, maintain prioritization frameworks, and build onboarding and training programs that scale team capabilities.
This is a hands-on management role for someone who sees support as a product, thrives in ambiguity, and enjoys building structure where little exists. You'll need to balance strategic thinking with tactical execution, comfort with technical product logic and system configuration, and the ability to drive momentum across multiple stakeholders.
WeTravel is a travel-tech company with headquarters in Amsterdam and a global, distributed team. The role offers unlimited PTO, health coverage, an annual Amsterdam visit (2-4 weeks), up to 4 weeks annual work-from-anywhere flexibility, paid family leave, three volunteer days, and a 401(k) match.
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, with ability to design, troubleshoot, and optimize automated workflows, routing, and snippets
- Experience deploying or optimizing AI agents (such as Fin) and measuring ticket deflection, resolution rates, and self-serve performance
- Experience managing teams to metrics like first response time, resolution time, CSAT, and QA scores
- 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 complex cross-functional initiatives
- Clear written and verbal communication with customers, team members, and senior leadership
- Comfort with weekend flexibility to support or step in when needed
- Experience in SaaS, fintech, payments, or travel tech is a plus but not required
NOT A FIT IF:
- You prefer a clearly defined, stable scope with established processes already in place
- You're seeking a purely individual contributor role without people leadership
- You're uncomfortable owning customer relationships and leading critical escalations directly
- You prefer to wait for direction rather than own a domain and make decisions independently
- You struggle to maintain momentum when working across many stakeholders
- You don't enjoy digging into technical product logic, workflows, and system configuration
