Remote LATAM CS Manager: Intercom & AI Workflows

Openkrill; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Unlimited PTO

Amsterdam program

Remote work up to 4 weeks/year

Paid family leave

Volunteer days

Cross-functional onboarding

Job summary

WeTravel is seeking a Customer Support Manager - Americas to lead the LATAM support team and own Fin (Intercom) operations across the Americas. This hands-on management role focuses on coaching, process design, and scalable customer experiences, collaborating with Product, Engineering, Sales, and Payments.

You will drive AI-driven deflection, manage weekend coverage, and align support initiatives with the company roadmap.

Qualifications

• Fluent in English and Spanish; multilingual is a plus.
• 3–4 years of experience managing a customer-facing support team with coaching and reviews.
• 1–3 years hands-on Intercom administration, designing and optimizing workflows and AI deflection.

Responsibilities

• Lead and develop the LATAM customer support team and oversee Intercom operations.
• Design, implement, and optimize Fin (Intercom) workflows and AI agent performance.
• Partner with Product, Marketing, Sales, and Engineering to align customer feedback with the roadmap.
• Own KPIs like CSAT, first response time, resolution time, and QA scores, driving improvement.
• Scope, plan, and execute cross-functional initiatives to scale the function.

Skills

Bilingual English/Spanish

Team management

Intercom admin

SaaS fintech travel

AI agent deployment

Performance metrics

Data analysis

Cross-functional collaboration

Project management

Tools

Intercom

Job description

WeTravel is seeking a Customer Support Manager - Americas to lead the LATAM support team and own Fin (Intercom) operations across the Americas. This hands-on management role focuses on coaching, process design, and scalable customer experiences, collaborating with Product, Engineering, Sales, and Payments.

You will drive AI-driven deflection, manage weekend coverage, and align support initiatives with the company roadmap.