Head of Support

Voyagu is a San Francisco-based travel management company that connects premium travelers with travel experts for better and easier planning, booking, and managing of their trips.

Being part of a growing billion-dollar travel industry, we already have millions in our revenue and a team of hundred people with offices in San Francisco, Amsterdam, Warsaw, and Mexico City, and we keep expanding.

We combine technology, inside sales, and deep air-travel expertise. Historically, post-sale support (ticketing, schedule changes, credits, IRROPS) has lived in the shadows — a cost center that just “gets things done.”

We’re changing that. We’re turning support into a fully owned P&L function: a team that drives direct revenue, protects gross profit, and reduces operational leakage.

We’re looking for a builder, not a maintainer. Someone who thrives at the intersection of operations, commercial thinking, and execution. You’ll have strong operational instincts and the confidence to own a function that directly moves the company’s bottom line.

You’ll build this function from the ground up: define the model, hire and train a team, create clear processes, track performance, and make sure every support action contributes directly to revenue and margin.

• Build and own the Support 2.0 function — structure, team, fee models, processes, and performance metrics.
• Turn key support operations (voluntary changes, IRROPS, credits, refunds, ADM, ancillaries) into revenue and margin drivers.
• Launch a transparent P&L for support: track fee revenue, GP retention, recoveries, leakage, and unit cost.
• Hire, train, and manage an initial core team (3–5 FTE) and scale as volume grows.
• Establish clear ownership between Support, Sales, Ticketing, and Finance.
• Implement SLA routing, fee policies, dashboards, and escalation logic.
• Partner with Finance to ensure every support action is financially measurable.
• Collaborate with Product/Tech to automate key flows without losing operational control.
• Drive discipline in pricing, concessions, and service levels.

• Change & rebooking revenue
  
• Refund and credit recovery
  
• Supplier chargebacks and cost control
  
• Ancillary sales and upsells
  
• Ticketing accuracy and margin retention

• 5+ years of experience in operational leadership roles — ideally in travel, mobility, OTA, fintech, or similar transaction-heavy businesses.
• A track record of building lean, high-performing teams and operational systems.
• Deep understanding of how to design processes that scale — with clear SLAs, escalation logic, and cost control.
• Commercial mindset: you understand revenue streams, margin, and unit economics.
• (Ideally) hands-on familiarity with GDS / ticketing / post-sale travel flows — or the ability to ramp up fast.
• Excellent communication skills and the ability to work cross-functionally with Sales, Finance, Ops, and Product.

What we offer: 

• Competitive Salary: Attractive base salary with performance-based incentives.
• Career Growth: Opportunities for professional development in a growing international company.
• Collaborative Environment: Work within an international team of dedicated professionals in a supportive and results-driven culture.