Americas Customer Support Manager – Fin & AI Ops

WeTravel; México; Remote; MXN 1,430,000 - 2,247,000; Full time

Benefits offered by this job

Time to Recharge – unlimited PTO

Amsterdam Program – annual海外 visit

Remote work up to 4 weeks/year

Extensive paid family leave

Volunteer days

Cross-functional onboarding

WFH equipment coverage

International travel opportunities

Job summary

WeTravel is seeking a Customer Support Manager - Americas to lead the LATAM team and own Fin (Intercom) workflows. The role partners with Product, Sales, and Engineering to translate product launches into support workflows and scalable processes.

You will coach a growing team, design AI/deflection programs, and measure performance against CSAT, first response time, and resolution metrics across a remote LATAM scope.

Qualifications

• Fluent in English and Spanish
• 3–4 years managing a customer-facing support team
• 1–3 years hands-on Intercom administration
• Experience in SaaS/fintech/payments/travel tech a plus
• Experience deploying AI agents and measuring deflection and self-serve metrics
• Ability to analyze tickets, search queries and usage data for patterns
• Strong cross-functional project management and stakeholder collaboration
• Willingness to own domain and drive improvements

Responsibilities

• Lead and develop LATAM customer support team
• Own Fin (Intercom) workflows and AI agent performance
• Design, troubleshoot, and optimize automated workflows and routing
• Manage escalations and act as final escalation point
• Partner with Product, Engineering, Sales, and Payment Operations
• Define and track team KPIs and coaching plans
• Drive cross-functional initiatives to scale the function
• Ensure effective weekend coverage when needed

Skills

Fluent English

Fluent Spanish

Team management

Intercom administration

AI/deflection programs

Tools

Intercom

Job description

WeTravel is seeking a Customer Support Manager - Americas to lead the LATAM team and own Fin (Intercom) workflows. The role partners with Product, Sales, and Engineering to translate product launches into support workflows and scalable processes.

You will coach a growing team, design AI/deflection programs, and measure performance against CSAT, first response time, and resolution metrics across a remote LATAM scope.