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 general 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 (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,

📌 Customer Support Manager Americas (Ciudad de México)
🏢 WeTravel
📍 Ciudad de México