Customer Support Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Lead the LATAM Customer Support team

• Oversee WeTravel's Fin (Intercom) operations

• Convert feature launches into Fin workflows and AI-deflection initiatives

• Mentor and develop Customer Support agents through one-on-one meetings, performance discussions, and career growth plans

• Create onboarding and continuous training programs

• Recruit and onboard new team members

• Promote ownership, accountability, and ongoing improvement

• Serve as the final escalation point for intricate technical and account-related issues

• Manage customer communications during outages, incidents, and planned maintenance activities

• Design, document, and enhance Fin workflows, routing, automation, and AI-agent efficiency

• Monitor deflection and self-service performance while addressing content gaps

• Collaborate with Product and Engineering as the representative of the customer

• Work with Account Management, Sales, and Payment Operations on escalations and transitions

• Support WeTravel's Customer Support objectives and strategic initiatives

• Manage and report on KPIs such as CSAT, first response time, resolution time, SLAs, and QA scores

• Detect inefficiencies and implement scalable process improvements

• Report directly to the Global Director of Customer Support

⛳️ Requirements

• Professionally fluent in both English and Spanish (mandatory)

• 3–4 years of experience in managing, coaching, and leading a customer-facing support team

• Proficient in conducting one-on-ones, performance evaluations, and performance enhancement plans

• 1–3 years of hands-on experience with Fin (Intercom) administration

• Capability to design, troubleshoot, and optimize automated workflows, routing, and snippets

• Experience in deploying or enhancing AI agents and assessing ticket deflection, resolution rates, and self-service performance

• Familiarity with managing metrics such as first response time, resolution time, CSAT, and QA scores

• Ability to analyze support tickets, search queries, and usage data effectively

• Strong project and program management abilities

• Experience in SaaS, fintech, payments, or travel technology is an advantage, though not mandatory

• Willingness to accommodate some weekend flexibility

• Full legal right to work in Mexico through citizenship or residency

• Visa sponsorship is not required

🏝️ Benefits

• Full-time, Fixed Term Contract (International Contractor)

• Generous "Time to Recharge" policy — enjoy unlimited paid time off

• Amsterdam Program — visit the Amsterdam HQ for 2–4 weeks every year, staying in WeTravel apartments

• Work remotely for a maximum of 4 weeks per calendar year from another approved location

• Extensive paid family leave

• Three paid volunteer days per year

• 2-week cross-functional onboarding program

• Cutting-edge equipment and tools

• Coverage for certain work-from-home equipment

• International, travel-loving team

• Monthly payments in USD

• B2B contractor agreement