Customer Support Manager - Americas | Fin (Intercom) & AI Ops

Openkrill; United States; Remote; USD 95,000 - 130,000; Full time

Benefits offered by this job

100% employer-covered health

Unlimited paid time off

Work from anywhere 4 weeks/yr

Amsterdam program

401(k) plan with company match

Job summary

WeTravel seeks a Customer Support Manager - Americas to lead the LATAM support team and oversee Fin (Intercom) operations. You’ll translate product launches into workflows, drive AI deflection, and elevate a growing global support function.

This hands-on leadership role focuses on coaching, training, and performance growth. You will collaborate with Product, Sales, Marketing, and Engineering, owning KPIs like CSAT, first response, and resolution times while scaling processes across regions.

Qualifications

• 3–4 years of experience managing a customer-facing support team, including 1:1s and performance reviews.
• 1–3 years hands-on Intercom administration and workflow design.
• Experience in SaaS, fintech, payments, or travel tech is a plus.

Responsibilities

• Lead LATAM Customer Support team and Fin (Intercom) operations.
• Translate feature launches into Intercom workflows and AI deflection programs.
• Own and develop the team, driving scalable support processes and customer touchpoints.
• Partner with Product, Marketing, Sales, and Engineering to relay customer feedback.

Skills

Team leadership

Customer support

Analytics

Process improvement

Cross-functional collaboration

Intercom administration

AI workflows

Project management

Tools

Intercom

Job description

WeTravel seeks a Customer Support Manager - Americas to lead the LATAM support team and oversee Fin (Intercom) operations. You’ll translate product launches into workflows, drive AI deflection, and elevate a growing global support function.

This hands-on leadership role focuses on coaching, training, and performance growth. You will collaborate with Product, Sales, Marketing, and Engineering, owning KPIs like CSAT, first response, and resolution times while scaling processes across regions.