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.

Own the people partnership for the GTM organization across the US, LATAM, and APAC. Advise senior leaders on organizational design, employee relations, compensation, performance, talent planning, compliance, and change management. Lead performance management and manager enablement initiatives, use people analytics to identify trends, and support hiring strategy and headcount planning. This role requires sound judgment, commercial acumen, and hands-on experience in a fast-growing global organization.