Customer Support Manager

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $76k - $84.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 4%

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, 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

• 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

• 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