76K–85K USD / year
Customer Support Manager Americas - US Remote
Customer successRemote — United States
Published on 2026-11-11
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About this role
Lead and develop the LATAM Customer Support team while owning Fin (Intercom) operations and self-service improvements. The role combines hands-on people management, customer escalations, AI-supported workflows, and cross-functional work to improve support quality and scalability.
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), within the Customer Support organization; reports to the Global Director of Customer Support.
Stack
IntercomFin
What you'll do
- Coach, develop, hire, and onboard Customer Support agents.
- Manage complex customer escalations and communications during incidents and outages.
- Design and optimize Intercom workflows, routing, automation, and AI agent performance.
- Track self-service and ticket-deflection performance and address content gaps.
- Partner with Product, Engineering, Sales, Account Management, and Payment Operations on customer feedback and escalations.
- Own and report on support KPIs, including CSAT, response and resolution times, SLAs, and QA scores.
- Build scalable support processes, training, and prioritization frameworks.
What we're looking for
- Professional fluency in English and Spanish.
- 3–4 years managing, coaching, and leading a customer-facing support team.
- 1–3 years of hands-on Fin (Intercom) administration, including workflows, routing, and snippets.
- Experience managing support metrics and using data to guide coaching and improvement.
- Strong project management, communication, and cross-functional collaboration skills.
- Comfort with technical product logic, system configuration, ambiguity, and occasional weekend support.
Nice to have
- Experience in SaaS, fintech, payments, or travel technology.
- Experience deploying or optimizing AI agents and measuring deflection, resolution, and self-service performance.
- Additional language skills.
Benefits
- Unlimited paid time off.
- Employer-covered health, dental, and vision coverage, with plan choices.
- Annual 2–4 week visit to the Amsterdam headquarters.
- Paid family leave and three paid volunteer days per year.
- 401(k) with a 2% company match.
- Work-from-home equipment coverage and access to discounted personal travel bookings.