Customer Support Manager Americas - Mexico Remote
WeTravel · Contract · Posted 4w ago
Hi!👋 I'm Beth Trame, Global Director of Customer Support, based in the US. I'm excited to find a Customer Support Manager - Americas to join our amazing global team.
In this role, you'll own the LATAM Customer Support team while also managing our Fin (Intercom) operations. You'll bridge Product, Marketing, Sales, and Support - translating every new feature launch into Fin (Intercom) workflows and AI-deflection programs, while also uplifting your direct team of agents to provide best-in-class customer support. Your work will directly shape how thousands of travel organizers understand and adopt our platform.
This is a hands-on management role. Your primary focus is leading and developing the team, and you'll stay closely involved in Fin (Intercom) and all of its operations as the function scales.
If you're a strategic customer support manager who sees support as a product, loves bringing clarity to complexity, and is passionate about building scalable customer support experiences - we'd love to meet you!
You will sit within the Customer Support organization, reporting to the Global Director of Customer Support. We think of Customer Support as a product, not a cost center. On a day-to-day basis, you’ll work closely with Sales, Product, Account Management, Payment Operations, and Engineering — acting as a voice of the customer, often straight to the product roadmap. We move quickly, value empathy and honesty, and expect you to build the processes that help the team scale without losing that customer forward touch.
You should apply if you:
Are professionally fluent in English and Spanish (required, any additional languages a plus)
Have 3–4 years of experience managing, coaching, and leading a customer-facing support team, including running 1:1s, performance reviews, and performance improvement plans
Have 1–3 years of hands-on Fin (Intercom) administration experience and can design, troubleshoot, and optimize automated workflows, routing, and snippets
Bring experience in a SaaS, fintech, payments, or travel tech company (a plus, not required)
Have experience deploying or optimizing AI agents (such as Fin) and measuring ticket deflection, resolution rates, and self-serve performance
Have managed a team to metrics like first response time, resolution time, CSAT, and QA scores, and know how to turn data into a coaching or improvement plan
Can analyze support tickets, search queries, and usage data to spot patterns and make recommendations
Have strong project and program management skills: you can scope, plan, and drive complex cross-functional initiatives to completion
Enjoy building structure where little exists and thrive when things are changing
Communicate clearly in writing and in person, with customers, your team, and senior leadership alike
Are open to some weekend flexibility, as our customer support reps occasionally cover short weekend shifts and you may need to support or step in when needed
You might not be the right fit if you:
Prefer a clearly defined, stable scope with established processes already in place
Are looking for a purely individual contributor role without people leadership
Aren't comfortable owning customer relationships and leading critical escalations directly
Prefer to wait for direction rather than own a domain and make decisions independently
Find it hard to keep momentum when working across many stakeholders
Don't enjoy digging into technical product logic, workflows, and system configuration
Leading and developing your team
Managing, coaching, and growing a team of Customer Support agents through regular 1:1s, performance conversations, and career development plans
Building onboarding and ongoing training programs that grow your team's product knowledge and customer skills
Hiring and onboarding new team members as the team expands
Fostering a team culture of ownership, accountability, and continuous improvement
Helping customers succeed
Acting as the final escalation point for complex technical and account issues
Maintaining a clear prioritization framework so the team focuses on what matters most
Leading customer communications during outages, incidents, and planned maintenance
Owning Fin (Intercom) and self-serve
Designing, documenting, and continuously improving Fin (Intercom) workflows, routing, automation, and AI agent performance
Tracking deflection and self-serve performance, and using search and ticket data to close content gaps
Working cross-functionally
Partnering with Product and Engineering as the voice of the customer: surfacing feedback, trends, and bugs, and helping prioritize with clarity
Collaborating with Account Management, Sales, and Payment Operations on escalations, customer trends, and handoffs
Contributing to the definition of WeTravel's Customer Support goals and strategy
Measuring and improving
Owning and reporting on team KPIs, including CSAT, first response time, resolution time, SLAs, and QA scores, to senior leadership
Identifying inefficiencies and building process improvements that scale as the function grows
Full-time, Fixed Term Contract (International Contractor).
Generous "Time to Recharge" policy — enjoy unlimited paid time off to rest, recharge, and show up as your best self.
Amsterdam Program – visit us in Amsterdam (HQ) for 2-4 weeks every year, staying in one of our WeTravel apartments.
Work remotely for a maximum of 4 weeks per calendar year. (Although this is a remote role, employees are hired into a designated country of employment. Our Work From Anywhere benefit provides eligible employees with up to four weeks per calendar year to work temporarily from another approved location.)
Extensive paid family leave.
Three paid volunteer days per year — take time to give back to causes you care about, on us.
2-week cross-functional onboarding program.
Cutting-edge equipment and tools to set you up for success. Coverage for certain work-from-home (WFH) equipment.
Join an international, travel-loving team with a passion for adventure and innovation.
As a member of our international team, you’ll work full-time under a B2B contractor agreement, with monthly payments in USD.
For this role, we can only consider candidates who have the full legal right to work in Mexico (citizenship or residency). Unfortunately, WeTravel is not able to offer visa sponsorship or relocation assistance at this time.
WeTravel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds, experiences, and perspectives. If you're excited about this opportunity and believe you're a good fit, we encourage you to apply and join us in transforming the travel industry!
Netherlands
South Africa