Customer Support Manager Americas - US Remote

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!

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.

• 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

• 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

• Managing, coaching, and growing a team of Customer Support agents through regular 1:1s, performance conversations, and career development plans
• Building onboarding and ongoing…