Customer Support Manager Americas - US Remote

WeTravel is hiring a Customer Support Manager for the Americas to lead its LATAM Customer Support team and manage Fin (Intercom) operations. The role develops support agents, improves AI-powered workflows and self-service, handles escalations, and partners across teams to improve the customer experience and scale support.

Responsibilities:

• 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
• 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
• 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
• 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
• 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

Requirements:

• Are professionally fluent in English and Spanish
• 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
• 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
• 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
• Bring experience in a SaaS, fintech, payments, or travel tech company (a plus, not required)
• any additional languages a plus