Customer Support Manager

WeTravel

. Own the LATAM Customer Support team .

Posted 10/1/2026full-timeRemote • United StatesMid-LevelSenior💰 $76,000 - $84,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer support teams, optimizing workflows, and enhancing AI-agent performance while ensuring high customer satisfaction metrics. Proficient in bilingual communication and capable of leading training and development initiatives.

Highest-signal resume keywords

Bilingual Communication (English and Spanish)Customer Support Team ManagementFin (Intercom) AdministrationProject and Program ManagementPerformance Metrics Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support ManagementWorkflow Design and OptimizationAI-Agent Deployment and OptimizationPerformance Review ManagementData Analysis

Soft Skills

Coaching and DevelopmentClear CommunicationProblem-SolvingAccountabilityContinuous Improvement

Tools & Technologies

IntercomAI-AgentsPerformance Tracking Tools

Industry Keywords

Customer Satisfaction (CSAT)First Response TimeResolution TimeService Level Agreements (SLAs)Quality Assurance (QA) Scores

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Professionally fluent in English and Spanish (required)
3–4 years of experience managing, coaching, and leading a customer-facing support team
Experience running 1:1s, performance reviews, and performance improvement plans
1–3 years of hands-on Fin (Intercom) administration experience
Ability to design, troubleshoot, and optimize automated workflows, routing, and snippets
Experience deploying or optimizing AI agents and measuring ticket deflection, resolution rates, and self-serve performance
Experience managing metrics including first response time, resolution time, CSAT, and QA scores
Ability to analyze support tickets, search queries, and usage data
Strong project and program management skills
Clear written and verbal communication
Openness to weekend flexibility
Full legal right to work in the US; citizenship or residency required
No visa sponsorship or relocation assistance available
Applicants must not reside in Alaska, California, Colorado, New York, or Washington

Benefits

Comp & perks

100% employer-covered HDHP medical, PPO dental, and standard vision coverages or a choice of plans
Unlimited paid time off under the “Time to Recharge” policy
Amsterdam Program: visit the Amsterdam HQ for 2–4 weeks every year with accommodation in WeTravel apartments
Up to 4 weeks per calendar year to work temporarily 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
Employer-sponsored 401(k) plan with a 2% company match
International, travel-loving team environment