Customer Support Manager

Job not on LinkedIn

🔥 1 hour ago

🇲🇽 Mexico – Remote

💵 $45k - $50k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 3%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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WeTravel

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

💼 Consulting

📦 Logistics

✈️ Travel

💰 $27M Series B on 2022-10

Consulting • Logistics • Travel

WeTravel is a comprehensive booking and payments platform designed specifically for multi-day and group travel businesses. It enables over 5,000 travel companies to accept payments instantly, manage bookings efficiently, and facilitate global supplier transfers. The platform offers tools for creating stunning trip pages, payment processing with low fees, and easy booking management to enhance the customer journey and streamline operations for travel advisors and agencies.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ 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