WeTravel Benefits Overview

Manage the LATAM Customer Support team and oversee Fin (Intercom) operations. Lead coaching, hiring, escalations, onboarding, workflow automation, AI deflection, self-service improvements, and support KPI performance. Partner cross-functionally with Product, Engineering, Sales, Account Management, and Payment Operations to represent customer needs, improve processes, and support strategic initiatives. The role also involves reporting on CSAT, response and resolution times, SLAs, QA scores, and driving scalable customer support programs.

Lead and develop the LATAM Customer Support team while managing Fin by Intercom operations. Responsibilities include coaching agents, handling escalations, designing AI and self-service workflows, monitoring support KPIs, improving processes, and partnering cross-functionally with Product, Engineering, Sales, Account Management, and Payment Operations. The role also owns customer communications during incidents and contributes to broader support strategy.

Own the full sales cycle for WeTravel’s platform, including outbound prospecting, discovery, product demonstrations, pipeline management, follow-up, closing, and onboarding handoffs. Build relationships with U.S. tour operators, meet outreach and sales targets, collaborate with onboarding and support teams, and provide customer feedback to product and marketing. The role is primarily onsite in Chicago and includes up to 10% travel.