Customer Support Manager Americas - US Remote
About The Position
This role is for a Customer Support Manager - Americas to join a global team. The manager will be responsible for the LATAM Customer Support team and managing Fin (Intercom) operations. This includes bridging Product, Marketing, Sales, and Support by translating new features into Fin (Intercom) workflows and AI-deflection programs, and developing the team to provide excellent customer support. The work will directly influence how users understand and adopt the platform. This is a hands-on management role focused on leading and developing the team, with close involvement in Fin (Intercom) operations as the function scales. The ideal candidate is a strategic customer support manager who views support as a product, excels at simplifying complexity, and is passionate about building scalable customer support experiences.
Requirements
- Professionally fluent in English and Spanish
- 3–4 years of experience managing, coaching, and leading a customer-facing support team, including running 1:1s, performance reviews, and performance improvement plans
- 1–3 years of hands-on Fin (Intercom) administration experience and can 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
- 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
- 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
- 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
- Full legal right to work in the US (citizenship or residency)
Nice To Haves
- Additional languages a plus
- Experience in a SaaS, fintech, payments, or travel tech company
Responsibilities
- Leading and developing the 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
- 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
Benefits
- 100% employer-covered HDHP medical, PPO dental, and standard vision coverages or a choice of plans that suit your needs
- Unlimited paid time off
- Amsterdam Program – visit HQ in Amsterdam for 2-4 weeks every year, staying in one of our WeTravel apartments
- Work remotely for a maximum of 4 weeks per calendar year
- Extensive paid family leave
- Three paid volunteer days per year
- 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
- Join an international, travel-loving team with a passion for adventure and innovation
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
