Taking applicationsChat / Email·Posted 8d ago
Customer Support Manager Americas ‑ US Remote
WeTravelVerified company
United States
Pay
$36.5–$40.5/hr
Job type
Full-time · Remote
Hours
Flexible
Location
United States
Open to people in the United States
EnglishSpanishMid level
About the role
This is a hands-on customer support manager role leading a LATAM support team and owning Intercom Fin workflows and AI deflection. It is US remote and full-time, but requires full US work authorization and excludes residents of Alaska, California, Colorado, New York, and Washington.
What you'll do
- Lead and coach a team of customer support agents
- Own Fin/Intercom workflows, routing, automation, and AI agent performance
- Act as final escalation point for complex technical and account issues
- Track and report support KPIs to senior leadership
- Partner with Product and Engineering as the voice of the customer
- Build onboarding and ongoing training programs
- Optimize self-serve content and reduce ticket deflection
- Lead customer communications during outages and incidents
What you'll need
- Professional fluency in English and Spanish
- 3–4 years managing and coaching a customer-facing support team
- 1–3 years of hands-on Fin/Intercom administration
- Full legal right to work in the US
- Reside in an eligible US state; not Alaska, California, Colorado, New York, or Washington
- Experience managing teams to CSAT, response time, resolution time, and QA metrics
- Strong project and program management skills
- Open to some weekend flexibility
Skills
Team leadershipCoaching and performance managementIntercom Fin administrationAI agent optimizationCustomer support metricsProcess improvementCross-functional collaborationData analysis
Benefits
Health insurancePaid time offEquipment providedPaid family leave401(k) matchWork from anywhere up to 4 weeks per yearPaid volunteer daysAmsterdam HQ visit
Interested? Sign up free to apply
Create your free Remote account to apply with your profile and resume, and see every hand-picked remote role in one place.
Applications close on 18 November.