Teams at WeTravel

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.