Global Director of Customer Support

WeTravel•Salt Lake City, UT

1d•Hybrid

About The Position

Hi 👋, I’m Davis, VP of Customer Experience at WeTravel. I’m hiring a Global Director of Customer Support to lead how we deliver world-class, technically excellent support to thousands of travel businesses around the world. WeTravel's support team is lean, technical, and globally distributed. Our 14 agents handle 100,000+ tickets per year, supporting 8,000+ travel businesses worldwide. We primarily provide support via chat and email, delivering dedicated, white-glove service for complex cases. At the same time, we actively leverage AI to efficiently resolve high-volume, low-complexity inquiries. In this role, you'll lead the next chapter of Customer Support: expanding the team by ~50% in 2026, scaling technical call-back (video) support, while building the right systems needed to grow without sacrificing quality. This is not a call center leadership role. We don't measure success simply by looking at handling time or ticket throughput. We care deeply about actually understanding and solving customer problems. Our customers are running real businesses on WeTravel. When something goes wrong, they need someone who digs in, understands the issue at its root, and helps them move forward confidently — not someone who closes the ticket and moves on. At the same time, this is not a “build from zero” mandate. We already have a strong, experienced CS leadership team in place, clearly defined operating processes, documented SOPs, and a robust internal knowledge center. We're not looking for someone who manages from a distance. We want a leader who understands the product deeply, picks up tickets when needed, and builds a culture of ownership and high standards from the ground up. As WeTravel becomes more mission-critical, Customer Support becomes more complex, more technical, and more strategic. We are seeking a leader who can help design the next phase of our global support organization. Our support function is structured and operationally mature, with established workflows, QA practices, and performance management rhythms already running. Our core KPIs are already defined and actively tracked (FRT, FCR, CSAT, escalation rates, etc.), and performance is measured consistently across the team. We are not looking for someone to create the foundation — we are looking for a leader who can elevate, optimize, and take an already strong global support organization to the next level of scale, specialization, and technical excellence. This is not a strategy-only role. You must be execution-oriented, calm under pressure, metrics-driven, and capable of building systems that scale globally.

Requirements

5+ years leading/managing Customer Support teams in B2B SaaS, including at least 2+ years at the Director level overseeing multi-layered, globally distributed organizations. Preferred if you have experience in Payments or Fintech.
Proven experience scaling support teams from ~20 → 40+ representatives, ideally in high-growth environments with increasing product complexity.
Has operated in high-volume, fast-paced hiring environments, building strong recruiting pipelines while maintaining a high technical bar.
Deeply experienced in support operations as a discipline, including: Ticket volume forecasting & workforce planning First response time & time-to-resolution optimization SLA design and monitoring Escalation frameworks & incident management QA systems & performance calibration Segmented reporting views (by region, channel, product, customer size, tenure
Strong command of help center / knowledge management systems, including building structured internal documentation and scalable self-service strategies.
Technically inclined and comfortable supporting complex SaaS products (payments, fintech, CRM, workflow systems, automation, AI-enabled platforms preferred). Able to dive into complex cases when needed.
Experienced building and scaling globally distributed support models, including follow-the-sun coverage and regional leadership layers (LATAM, Europe, APAC strongly preferred).
Strong executive communicator who can translate frontline insights into strategic product and retention improvements.
Obsessed with customer outcomes, but equally rigorous about operational discipline, efficiency, and measurable performance.

Nice To Haves

Experience with Intercom is strongly preferred. If you come from Zendesk or a comparable enterprise support platform, we're still interested; what matters most is that you know how to get the most out of a modern support stack and can get up to speed quickly.

Responsibilities

Design and own WeTravel’s global Customer Support strategy and operating model
Create a scalable structure across regions and time zones
Implement tiering and specialization models aligned to product complexity
Ensure we deliver high-quality support across chat, email, and other channels
Develop clear escalation frameworks and incident management protocols
Strengthen technical troubleshooting capabilities across the team
Own tooling and workflows
Build capacity planning and forecast models tied to growth projections
Alongside the existing Support leadership, track core KPIs such as: First response time First contact resolution CSAT NPS Quality assurance scores Escalation rate Support-driven churn signals
Create structured QA and coaching programs
Develop dashboards and reporting for executive visibility
Use data to proactively identify friction in the product and recurring issue patterns
Lead, coach, and develop a globally distributed team of technically capable support agents and managers
Build clear career paths (e.g. Support I → II → Specialist → Team Lead → Manager)
Hire thoughtfully as we scale from 20 → 50+ agents
Work closely with Support leadership to continue a culture of transparency, openness, and collaboration
Scale and strengthen our existing culture of ownership, operational clarity, and consistent execution
Serve as the voice of the customer internally
Partner closely with Product and Engineering to prioritize fixes and improvements
Iterate on existing structured feedback loops (ticket tagging, trend analysis, weekly insights)
Collaborate with Sales and Implementation to ensure smooth handoffs
Align with CX leadership on retention and expansion initiatives

Benefits

Your health matters – US team members get 100% employer-covered HDHP medical, DHMO 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.
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.
Employer-sponsored 401(k) plan with a 2% company match to support your long-term financial goals.