Customer Support Manager

• Own the LATAM Customer Support team
• Manage WeTravel's Fin (Intercom) operations
• Translate feature launches into Fin workflows and AI-deflection programs
• Lead and develop Customer Support agents through 1:1s, performance conversations, and career development plans
• Build onboarding and ongoing training programs
• Hire and onboard new team members
• Foster ownership, accountability, and continuous improvement
• Act as 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 and handoffs
• Contribute to WeTravel's Customer Support goals and strategy
• Own and report KPIs including CSAT, first response time, resolution time, SLAs, and QA scores
• Identify inefficiencies and build scalable process improvements
• Report to the Global Director of Customer Support

• 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
• Experience in SaaS, fintech, payments, or travel tech is a plus, not required
• Open to some weekend flexibility
• Full legal right to work in Mexico through citizenship or residency
• Must not require visa sponsorship

• 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