Customer Support Manager

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

📋 Description

• Lead the LATAM Customer Support team.

• Oversee WeTravel’s Fin (Intercom) operations.

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

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

• Create onboarding and continuous training programs.

• Recruit and onboard new team members.

• Promote ownership, accountability, and ongoing improvement.

• Serve as the ultimate escalation point for complicated technical and account-related issues.

• Manage customer communications during outages, incidents, and scheduled maintenance.

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

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

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

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

• Contribute to WeTravel’s Customer Support objectives and strategy.

• Own and report on team KPIs, including CSAT, first response time, resolution time, SLAs, and QA scores.

• Identify inefficiencies and implement scalable process enhancements.

⛳️ Requirements

• Fluent in English and Spanish (required).

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

• Experience conducting one-on-ones, performance reviews, and performance improvement plans.

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

• Ability to design, troubleshoot, and optimize automated workflows, routing, and snippets.

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

• Proficient in managing metrics such as first response time, resolution time, CSAT, and QA scores.

• Capability to analyze support tickets, search queries, and usage data.

• Strong project and program management abilities.

• Excellent written and verbal communication skills.

• Willingness to be flexible with weekend schedules.

• Must have full legal authorization to work in the US; citizenship or residency is required.

• No visa sponsorship or relocation assistance will be provided.

• Applicants should not reside in Alaska, California, Colorado, New York, or Washington.

🏝️ Benefits

• 100% employer-covered HDHP medical, PPO dental, and standard vision coverage options or a choice of plans.

• Unlimited paid time off under the “Time to Recharge” policy.

• Amsterdam Program: travel to the Amsterdam HQ for 2–4 weeks each year with accommodations in WeTravel apartments.

• Up to 4 weeks per calendar year to work temporarily from another approved location.

• Comprehensive paid family leave.

• Three paid volunteer days annually.

• A 2-week cross-functional onboarding program.

• Access to cutting-edge equipment and tools.

• Coverage for specific work-from-home equipment.

• Employer-sponsored 401(k) plan with a 2% company match.

• Join an international, travel-loving team environment.