Taking applicationsChat / Email·Posted 8d ago
Customer Support Manager Americas ‑ Mexico Remote
WeTravelVerified company
Mexico
Pay
$21.5–$24/hr
Job type
Full-time · Remote
Hours
Flexible
Location
Mexico
EnglishSpanishMid level
About the role
Manages WeTravel's LATAM customer support team and Fin (Intercom) automation while coaching agents, tracking KPIs, and handling escalations. Requires fluency in English and Spanish and the legal right to work in Mexico; pay is $45K–$50K.
What you'll do
- Manage, coach, and grow customer support agents
- Own Fin (Intercom) workflows, routing, and AI agent performance
- Act as final escalation point for complex issues
- Track and report support KPIs to leadership
- Build onboarding and ongoing training programs
- Partner with Product and Engineering as voice of customer
- Lead customer communications during outages and incidents
- Improve self-serve content and deflection performance
What you'll need
- Professionally fluent in English and Spanish
- 3–4 years managing a customer-facing support team
- 1–3 years hands-on Fin (Intercom) administration
- Experience with AI agents and ticket deflection metrics
- Strong project and program management skills
- SaaS, fintech, payments, or travel tech experience is a plus
- Full legal right to work in Mexico
- Open to some weekend flexibility
Skills
Customer support team managementIntercom Fin administrationAI agent optimizationKPI and CSAT trackingProcess improvementCross-functional collaborationEscalation managementEnglish and Spanish fluency
Benefits
Paid time offEquipment providedPaid trainingPaid in USDAmsterdam programPaid family leaveVolunteer daysTravel discounts
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Applications close on 18 November.