WeTravel

Customer Support

• Own the LATAM Customer Support team
• Manage WeTravel’s Fin (Intercom) operations
• Translate feature launches into Fin workflows and AI-deflection programs
• Lead, coach, and develop Customer Support agents through 1:1s, performance conversations, and career plans
• Build onboarding and ongoing training programs
• Hire and onboard new team members
• Foster ownership, accountability, and continuous improvement
• Act as the final escalation point for complex technical and account issues
• Lead customer communications during outages, incidents, and planned maintenance
• Design, document, and improve Fin workflows, routing, automation, and AI-agent performance
• Track deflection and self-serve performance and close content gaps
• Partner with Product and Engineering as the voice of the customer
• Collaborate with Account Management, Sales, and Payment Operations on escalations, trends, and handoffs
• Contribute to WeTravel’s Customer Support goals and strategy
• Own and report team KPIs, including CSAT, first response time, resolution time, SLAs, and QA scores
• Identify inefficiencies and build scalable process improvements

Customer Support Manager

SEO Marketing

• Own technical SEO/AEO optimization of custom travel websites
• Help Web Specialists identify which pages should be built
• Ensure technical SEO practices, structured data, schema markup, AI-bot crawlability, and page speed are implemented during website builds
• Perform final pre-launch checks to ensure websites are ready to go live
• Support the Websites Team with final quality assurance checks
• Guide clients through post-launch handoffs and empower them to manage websites, SEO, and AEO long-term
• Create client-facing SEO/AEO documentation for the knowledge center
• Highlight the SEO/AEO benefits of WeTravel websites
• Conduct keyword research and provide copywriting advice
• Monitor how websites appear in Google AI Overviews, ChatGPT, Perplexity, and similar AI answers
• Use AI visibility insights to improve website-building practices
• Report directly to the Websites Program lead
• Collaborate daily with SEO Specialists and Web Specialists
• Occasionally answer questions from Account Managers and Customer Support representatives

SEO/AEO Specialist, Part-Time, Freelancer

People Operations

• Own the full people partnership for the GTM organization across Commercial, CX, and Finance/Ops in the US, LATAM, and APAC
• Partner with leadership to translate business priorities into tangible people strategies
• Advise GTM leaders and managers on organizational, talent, and employee decisions
• Support employees on complex or sensitive people matters in partnership with People Operations
• Lead compensation and promotion cycles using compensation data, performance outcomes, and organizational context
• Partner on headcount planning, role scoping, and hiring strategy with leaders and Talent Acquisition
• Own compliance decisions involving relocation, terminations, and other employment matters
• Use people data and organizational metrics such as attrition and ramp time to identify trends and recommend solutions
• Drive change management and communication for company-wide People initiatives
• Challenge leadership assumptions, surface organizational and talent risks, and balance business priorities with sound people practices
• Help lead performance-management redesign and co-design and own the manager enablement program
• Report to the VP People and partner with the global People team

People Operations Partner – GTM

Product Marketing

• Own the end-to-end marketing plan and execution for each product feature
• Align launch plans with commercial teams
• Drive channel plans with website, social, paid, and lifecycle marketing owners
• Craft and set up emails, in-product messages, and Loom-style demo videos
• Update onboarding materials, including product tours, emails, and the Onboarding Center
• Run the monthly product newsletter
• Partner on product content for major events such as the annual spring release, Travel Innovation Summit, and Operator Innovation Day
• Monitor feature adoption after launch, identify stalled features, and determine fixes
• Host live product webinars and coordinate presenters
• Run promotional campaigns for existing features needing an adoption boost
• Localize content into Spanish when required

Product Marketing Manager

• Own the end-to-end marketing plan and execution for each product feature
• Align launch plans with commercial teams
• Drive channel plans with website, social, paid, and lifecycle marketing owners
• Craft and set up emails, in-product messages, and Loom-style demo videos
• Update product tours, onboarding emails, and the Onboarding Center
• Run the monthly product newsletter
• Partner on product content for major events, including the annual spring release, Travel Innovation Summit, and Operator Innovation Day
• Monitor post-launch adoption, identify stalled features, and decide corrective actions
• Partner on the annual webinar calendar and host live product webinars
• Recruit PMs, designers, engineers, and account managers as webinar presenters
• Run promotional campaigns for existing features requiring an adoption boost
• Localize content into Spanish when required
• Work with product managers, marketing channel owners, account managers, and customer support representatives
• Submit a 3–5 minute video introduction as part of the application process
• Complete a take-home launch plan and sample assets assignment

• Own the end-to-end marketing plan and execution for each product feature
• Align launch plans with commercial teams
• Drive channel plans across website, social, paid, and lifecycle channels
• Craft and set up emails, in-product messages, and Loom-style demo videos
• Update onboarding materials, including product tours, emails, and the Onboarding Center
• Run the monthly product newsletter
• Partner on product content for major events such as the annual spring release, Travel Innovation Summit, and Operator Innovation Day
• Monitor feature adoption after launch, identify stalled features, and determine fixes
• Partner on the annual product webinar calendar and host live product webinars
• Bring product managers, designers, engineers, and account managers into webinar presentations
• Run promotional campaigns for existing features needing an adoption boost
• Localize content into Spanish when required

• Own the end-to-end marketing plan and execution for each product feature
• Align launch plans with commercial teams
• Drive channel plans across website, social, paid, and lifecycle channels
• Craft and set up emails, in-product messages, and Loom-style demo videos
• Update onboarding materials, including product tours, emails, and the Onboarding Center
• Run the monthly product newsletter
• Partner on product content for major events, including the annual spring release, Travel Innovation Summit, and Operator Innovation Day
• Track feature adoption after launch, identify stalled features, and decide corrective actions
• Host live product webinars and coordinate presenters
• Run promotional campaigns for existing features
• Localize content into Spanish when required
• Collaborate with product managers, marketing channel owners, account managers, customer support representatives, designers, engineers, and commercial teams

• Own the end-to-end marketing plan and execution for each product feature
• Align feature launch plans with commercial teams
• Drive channel plans with website, social, paid, and lifecycle marketing owners
• Craft and set up emails, in-product messages, and Loom-style demo videos
• Update product tours, onboarding emails, and the Onboarding Center for new launches
• Run the monthly product newsletter
• Partner on product content for major events including the annual spring release, Travel Innovation Summit, and Operator Innovation Day
• Track feature adoption after go-live, identify stalled features, and determine fixes
• Partner on the annual product webinar calendar and host live product webinars
• Bring in presenters such as product managers, designers, engineers, and account managers
• Run promotional campaigns for existing features needing an adoption boost
• Localize content into Spanish when required
• Collaborate with product managers, marketing channel owners, account managers, and customer support representatives