45K–50K USD / year
Customer Support Manager Americas - Mexico Remote
Customer successRemote — Mexico
Published on 2026-11-11
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About this role
Lead and develop WeTravel’s LATAM Customer Support team while owning Fin (Intercom) operations and self-service improvements. Partner across Product, Engineering, Sales, Account Management, and Payment Operations to improve customer experiences and support performance.
About the company
WeTravel is a payments and booking platform for multi-day travel businesses, helping organizers collect payments and manage trips.
The team
Customer Experience (CX), Customer Support; reports to the Global Director of Customer Support.
Stack
IntercomFin
What you'll do
- Coach, develop, hire, and onboard Customer Support agents.
- Handle complex customer escalations and lead communications during incidents and outages.
- Design and optimize Fin workflows, routing, automation, and AI-agent performance.
- Track support KPIs and use ticket, search, and usage data to guide improvements.
- Partner cross-functionally to share customer feedback, trends, and bugs.
- Build scalable support processes and contribute to support strategy.
What we're looking for
- Professional fluency in English and Spanish.
- 3–4 years managing and coaching a customer-facing support team.
- 1–3 years of hands-on Fin (Intercom) administration experience.
- Experience managing support metrics such as CSAT, response and resolution times, SLAs, and QA scores.
- Strong project management, communication, and analytical skills.
- Comfort working across stakeholders, handling escalations, and building processes amid change.
- Legal right to work in Mexico; sponsorship is not available.
Nice to have
- Experience in SaaS, fintech, payments, or travel technology.
- Experience deploying or optimizing AI agents and measuring deflection and self-service performance.
- Additional language proficiency.
Benefits
- Unlimited paid time off.
- Annual 2–4 week visit to the Amsterdam headquarters, with accommodation provided.
- Paid family leave and three paid volunteer days per year.
- Equipment and partial work-from-home equipment coverage.
- Discounted personal travel bookings through the company marketplace.