Customer Support Manager Americas

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 global 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

( required , any 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, routing, and snippets

Bring experience in a SaaS, fintech, payments, or travel tech company (a plus, not required)

Have experience deploying or optimizing AI agents (such as Fin) and measuring ticket deflection, resolution rates, and self-serve performance

Have managed a team to metrics like first response time, resolution time, CSAT, and QA scores, and know how to turn data into a coaching or improvement plan

Can analyze support tickets, search queries, and usage data to spot patterns and make recommendations

Have strong project and program management skills: you can scope, plan, and drive complex cross-functional initiatives to completion

Enjoy building structure where little exists and thrive when things are changing

Communicate clearly in writing and in person, with customers, your team, and senior leadership alike

Are open to some weekend flexibility, as our customer support reps occasionally cover short weekend shifts and you may need to support or step in when needed

You might not be the right fit if you: Prefer a clearly defined, stable scope with established processes already in place

Are looking for a purely individual contributor role without people leadership

Aren't comfortable owning customer relationships and leading critical escalations directly

Prefer to wait for direction rather than own a domain and make decisions independently

Find it hard to keep momentum when working across many stakeholders

Don't enjoy digging into technical product logic, workflows, and system configuration

On a Weekly Basis You Will Find Yourself

Leading and developing your team Managing, coaching, and growing a team of Customer Support agents through regular 1:1s, performance conversations, and career development plans

Building onboarding and ongoing training programs that grow your team's product knowledge and customer skills

Hiring and onboarding new team members as the team expands

Fostering a team culture of ownership, accountability, and continuous improvement

Helping customers succeed Acting as the final escalation point for complex technical and account issues

Maintaining a clear prioritization framework so the team focuses on what matters most

Leading customer communications during outages, incidents, and planned maintenance

Owning Fin (Intercom) and self-serve Designing, documenting, and continuously improving Fin (Intercom) workflows, routing, automation, and AI agent performance

Tracking deflection and self-serve performance, and using search and ticket data to close content gaps

Working cross-functionally Partnering with Product and Engineering as the voice of the customer: surfacing feedback, trends, and bugs, and helping prioritize with clarity

Collaborating with Account Management, Sales, and Payment Operati