Customer Support Manager, Americas

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WeTravelTravel technology

Location: Mexico; Workplace: RemoteContractManager

Salary45,000 - 50,000 USD per year

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Job Details

Languages: Professionally fluent in English and Spanish required
Experience: 3–4 years of experience managing, coaching, and leading a customer-facing support team; 1–3 years of hands-on Fin (Intercom) administration experience
Required Skills: Project ManagementCross-functional collaboration

Have 3–4 years of experience managing, coaching, and leading a customer-facing support team.
Have 1–3 years of hands-on Fin (Intercom) administration experience.
Be professionally fluent in English and Spanish.
Be able to design, troubleshoot, and optimize automated workflows, routing, and snippets in Fin (Intercom).
Have experience deploying or optimizing AI agents and measuring ticket deflection, resolution rates, and self-service performance.
Have managed a team against metrics such as first response time, resolution time, CSAT, and QA scores.
Be able to analyze support tickets, search queries, and usage data to identify patterns and make recommendations.
Have project and program management skills for driving complex cross-functional initiatives to completion.
Be comfortable owning customer relationships and leading critical escalations.
Be open to some weekend flexibility to support or step in when needed.

Manage, coach, and develop Customer Support agents through regular 1:1s, performance conversations, and career development plans.
Build onboarding and ongoing training programs, and hire and onboard new team members.
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 (Intercom) workflows, routing, automation, and AI agent performance.
Track deflection and self-service performance, using search and ticket data to identify content gaps.
Partner with Product and Engineering to surface customer feedback, trends, and bugs and help prioritize them.
Collaborate with Account Management, Sales, and Payment Operations on escalations, customer trends, and handoffs.
Own and report team KPIs, including CSAT, first response time, resolution time, SLAs, and QA scores.
Identify inefficiencies and build process improvements that scale with the function.

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