Customer Support Manager Americas - Mexico Remote
Core
Lead the LATAM Customer Support team and manage Fin (Intercom) operations, bridging Product, Marketing, Sales, and Support to translate feature launches into workflows and AI-deflection programs.
Role type
Senior Customer Support Manager (Team Lead & Fin Ops)
Builds
Scalable customer support experiences and Fin (Intercom) automation workflows
Domain
Travel Tech / SaaS
Required skills
Team leadership and coaching, Fin (Intercom) administration, AI agent deployment and optimization, KPI management (CSAT, response time, resolution time), cross-functional project management, data analysis for process improvement
Preferred skills
Experience in SaaS, fintech, payments, or travel tech, additional languages beyond English/Spanish
Technologies
Fin (Intercom), AI agents, ticketing systems
Responsibilities
Manage, coach, and grow a team of Customer Support agents; Design and optimize Fin (Intercom) workflows, routing, and automation; Act as the final escalation point for complex technical and account issues; Partner with Product and Engineering as the voice of the customer; Report on team KPIs and drive process improvements
Seniority
Senior, hands-on IC with people leadership
