客户服务经理（美洲）
Customer Support Manager (Americas)
你好👋 我是Beth Trame，总部位于美国的全球客户支持总监。我很兴奋地寻找一位美洲客户支持经理加入我们出色的全球团队。
在这个职位中，你将负责拉美客户支持团队，同时管理我们的Fin（Intercom）运营。你需要在产品、营销、销售和支持之间建立桥梁——将每个新功能发布转化为Fin（Intercom）的工作流程和AI拦截计划，同时提升你的直接团队以提供一流的客户支持。你的工作将直接影响成千上万的旅行组织者如何理解和采用我们的平台。
这是一个需要亲力亲为的管理职位。你的主要职责是领导和发展团队，并在该职能扩展过程中密切参与Fin（Intercom）及其所有运营。
如果你是一位有战略眼光的客户支持经理，把支持视为一种产品，喜欢将复杂问题变得清晰，并热衷于构建可扩展的客户支持体验，那么我们希望与你见面！
### **我们如何协作**
你将隶属于客户支持部门，向全球客户支持总监汇报。我们认为客户支持是一种产品，而不是成本中心。日常工作中，你会与销售、产品、客户管理、支付运营和工程团队紧密合作——作为客户的代言人，直接对产品路线图产生影响。我们行动迅速，重视同理心和诚实，期望你建立流程，帮助团队在不失去客户导向的前提下实现规模化。
### **你应该或不应该申请的原因**
**你应该申请，如果你：**
- 在职业上**精通英语和西班牙语**（**必需**，其他语言加分）
- 有3–4年的经验，管理、指导和带领面向客户的客服团队，包括进行1对1沟通、绩效评估和绩效改进计划
- 有**1–3年Fin（Intercom）实际管理经验**，能够设计、排查和优化自动化工作流程、路由和代码片段
- 有SaaS、金融科技、支付或旅游科技公司的经验（加分项，非必需）
- 有部署或优化AI代理（如Fin）的经验，并能衡量工单拦截率、解决率和自助服务表现
- 管理过团队并关注首次响应时间、解决时间、CSAT和质量评分，并知道如何将数据转化为辅导或改进计划
- 能够分析客服
查看英文原文
Hi!👋 I'm Beth Trame, Global Director of Customer Support, based in the US. I'm excited to find a Customer Support Manager - Americas to join our amazing global team.
In this role, you'll own the LATAM Customer Support team while also managing our Fin (Intercom) operations. You'll bridge Product, Marketing, Sales, and Support - translating every new feature launch into Fin (Intercom) workflows and AI-deflection programs, while also uplifting your direct team of agents to provide best-in-class customer support. Your work will directly shape how thousands of travel organizers understand and adopt our platform.
This is a hands-on management role. Your primary focus is leading and developing the team, and you'll stay closely involved in Fin (Intercom) and all of its operations as the function scales.
If you're a strategic customer support manager who sees support as a product, loves bringing clarity to complexity, and is passionate about building scalable customer support experiences - we'd love to meet you!
### **How We Work**
You will sit within the Customer Support organization, reporting to the Global Director of Customer Support. We think of Customer Support as a product, not a cost center. On a day-to-day basis, you’ll work closely with Sales, Product, Account Management, Payment Operations, and Engineering — acting as a voice of the customer, often straight to the product roadmap. We move quickly, value empathy and honesty, and expect you to build the processes that help the team scale without losing that customer forward touch.
### **Why You Should or Shouldn't Apply**
**You should apply if you:**
- Are professionally **fluent in English and Spanish** ( **required**, any additional languages a plus)
- Have 3–4 years of experience managing, coaching, and leading a customer-facing support team, including running 1:1s, performance reviews, and performance improvement plans
- Have **1–3 years of hands-on Fin (Intercom) administration experience** and can design, troubleshoot, and optimize automated workflows, routing, and snippets
- Bring experience in a SaaS, fintech, payments, or travel tech company (a plus, not required)
- Have experience deploying or optimizing AI agents (such as Fin) and measuring ticket deflection, resolution rates, and self-serve performance
- Have managed a team to metrics like first response time, resolution time, CSAT, and QA scores, and know how to turn data into a coaching or improvement plan
- Can analyze support tickets, search queries, and usage data to spot patterns and make recommendations
- Have strong project and program management skills: you can scope, plan, and drive complex cross-functional initiatives to completion
- Enjoy building structure where little exists and thrive when things are changing
- Communicate clearly in writing and in person, with customers, your team, and senior leadership alike
- Are open to some weekend flexibility, as our customer support reps occasionally cover short weekend shifts and you may need to support or step in when needed
**You might not be the right fit if you:**
- Prefer a clearly defined, stable scope with established processes already in place
- Are looking for a purely individual contributor role without people leadership
- Aren't comfortable owning customer relationships and leading critical escalations directly
- Prefer to wait for direction rather than own a domain and make decisions independently
- Find it hard to keep momentum when working across many stakeholders
- Don't enjoy digging into technical product logic, workflows, and system configuration
### **On a Weekly Basis You Will Find Yourself**
_**Leading and developing your team**_
- Managing, coaching, and growing a team of Customer Support agents through regular 1:1s, performance conversations, and career development plans
- Building onboarding and ongoing training programs that grow your team's product knowledge and customer skills
- Hiring and onboarding new team members as the team expands
- Fostering a team culture of ownership, accountability, and continuous improvement
_**Helping customers succeed**_
- Acting as the final escalation point for complex technical and account issues
- Maintaining a clear prioritization framework so the team focuses on what matters most
- Leading customer communications during outages, incidents, and planned maintenance
_**Owning Fin (Intercom) and self-serve**_
- Designing, documenting, and continuously improving Fin (Intercom) workflows, routing, automation, and AI agent performance
- Tracking deflection and self-serve performance, and using search and ticket data to close content gaps
_**Working cross-functionally**_
- Partnering with Product and Engineering as the voice of the customer: surfacing feedback, trends, and bugs, and helping prioritize with clarity
- Collaborating with Account Management, Sales, and Payment Operations on escalations, customer trends, and handoffs
- Contributing to the definition of WeTravel's Customer Support goals and strategy
_**Measuring and improving**_
- Owning and reporting on team KPIs, including CSAT, first response time, resolution time, SLAs, and QA scores, to senior leadership
- Identifying inefficiencies and building process improvements that scale as the function grows
### **Benefits**
- Full-time, Fixed Term Contract (International Contractor).
- Generous "Time to Recharge" policy — enjoy unlimited paid time off to rest, recharge, and show up as your best self.
- Amsterdam Program – visit us in Amsterdam (HQ) for 2-4 weeks every year, staying in one of our WeTravel apartments.
- Work remotely for a maximum of 4 weeks per calendar year. (Although this is a remote role, employees are hired into a designated country of employment. Our Work From Anywhere benefit provides eligible employees with up to four weeks per calendar year to work temporarily from another approved location.)
- Extensive paid family leave.
- Three paid volunteer days per year — take time to give back to causes you care about, on us.
- 2-week cross-functional onboarding program.
- Cutting-edge equipment and tools to set you up for success. Coverage for certain work-from-home (WFH) equipment.
- Join an international, travel-loving team with a passion for adventure and innovation.
### **Please Note**
- As a member of our international team, you’ll work full-time under a B2B contractor agreement, with monthly payments in USD.
- For this role, we can only consider candidates who have the full legal right to work in Mexico (citizenship or residency). Unfortunately, WeTravel is not able to offer visa sponsorship or relocation assistance at this time.
### Equal Opportunities
WeTravel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds, experiences, and perspectives. If you're excited about this opportunity and believe you're a good fit, we encourage you to apply and join us in transforming the travel industry!