Customer Support Manager Americas - US Remote

Job description

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! ## **How We Work** 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. ## **Why You Should or Shouldn't Apply** **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 ## **On a Weekly Basis You Will Find Yourself** ***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 ## **Benefits** - Your health matters – US team members get 100% employer-covered HDHP medical, PPO dental, and standard vision coverages or a choice of plans that suit your needs. - 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 state/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. - Employer-sponsored 401(k) plan with a 2% company match to support your long-term financial goals. - Join an international, travel-loving team with a passion for adventure and innovation. - Access to our Booking Marketplace: Book hotels and flights for personal travel at exclusive discounted rates. ## **Please Note** - At this time, we are not accepting applications from candidates residing in the following states: Alaska, California, Colorado, New York, or Washington. - For this role, we can only consider candidates who have the full legal right to work in the US (citizenship or residency). Unfortunately, WeTravel is not able to offer visa sponsorship or relocation assistance at this time. ## Equal Opportunities 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!