WeTravel

Global Director of Customer Support

WeTravel

full-time

Posted on:

Location Type: Hybrid

Location: Salt Lake City • Utah • United States

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Job Level

Lead

About the role

  • Lead WeTravel’s global Customer Support strategy and operating model
  • Create a scalable structure across regions and time zones
  • Implement tiering and specialization models aligned to product complexity
  • Ensure we deliver high-quality support across chat, email, and other channels
  • Develop clear escalation frameworks and incident management protocols
  • Strengthen technical troubleshooting capabilities across the team
  • Own tooling and workflows
  • Build capacity planning and forecast models tied to growth projections
  • Track core KPIs such as:
  • - First response time
  • - First contact resolution
  • - CSAT
  • - NPS
  • - Quality assurance scores
  • - Escalation rate
  • - Support-driven churn signals
  • Create structured QA and coaching programs
  • Develop dashboards and reporting for executive visibility
  • Use data to proactively identify friction in the product and recurring issue patterns
  • Lead, coach, and develop a globally distributed team of technically capable support agents and managers
  • Build clear career paths (e.g. Support I → II → Specialist → Team Lead → Manager)
  • Hire thoughtfully as we scale from 20 → 50+ agents
  • Scale and strengthen our existing culture of ownership, operational clarity, and consistent execution
  • Serve as the voice of the customer internally
  • Partner closely with Product and Engineering to prioritize fixes and improvements
  • Collaborate with Sales and Implementation to ensure smooth handoffs
  • Align with CX leadership on retention and expansion initiatives

Requirements

  • 5+ years leading/managing Customer Support teams in B2B SaaS, including at least 2+ years at the Director level overseeing multi-layered, globally distributed organizations. Preferred if you have experience in Payments or Fintech.
  • Experience with Intercom is strongly preferred. If you come from Zendesk or a comparable enterprise support platform, we're still interested; what matters most is that you know how to get the most out of a modern support stack and can get up to speed quickly.
  • Proven experience scaling support teams from ~20 → 40+ representatives, ideally in high-growth environments with increasing product complexity.
  • Has operated in high-volume, fast-paced hiring environments, building strong recruiting pipelines while maintaining a high technical bar.
  • Deeply experienced in support operations as a discipline, including:
  • - Ticket volume forecasting & workforce planning
  • - First response time & time-to-resolution optimization
  • - SLA design and monitoring
  • - Escalation frameworks & incident management
  • - QA systems & performance calibration
  • - Segmented reporting views (by region, channel, product, customer size, tenure
  • Strong command of help center / knowledge management systems, including building structured internal documentation and scalable self-service strategies.
  • Experience leveraging AI and automation (e.g., Intercom Fin AI or similar tools) to increase resolution rates and deflect low-complexity volume without harming CSAT.
  • Technically inclined and comfortable supporting complex SaaS products (payments, fintech, CRM, workflow systems, automation, AI-enabled platforms preferred). Able to dive into complex cases when needed.
  • Experienced building and scaling globally distributed support models, including follow-the-sun coverage and regional leadership layers (LATAM, Europe, APAC strongly preferred).
  • Strong executive communicator who can translate frontline insights into strategic product and retention improvements.
  • Obsessed with customer outcomes, but equally rigorous about operational discipline, efficiency, and measurable performance.
Benefits
  • Your health matters – US team members get 100% employer-covered HDHP medical, DHMO dental, and standard vision coverages or a choice of plans that suit your needs.
  • Generous "Time to Recharge" policy — enjoy unlimited paid time off to rest, recharge, and show up as your best self.
  • Amsterdam Program – visit us in Amsterdam (HQ) for 2-4 weeks every year, staying in one of our WeTravel apartments.
  • Work remotely for a maximum of 4 weeks per calendar year.
  • Extensive paid family leave.
  • Three paid volunteer days per year — take time to give back to causes you care about, on us.
  • 2-week cross-functional onboarding program.
  • Cutting-edge equipment and tools to set you up for success. Coverage for certain work-from-home (WFH) equipment.
  • Join an international, travel-loving team with a passion for adventure and innovation.
  • Employer-sponsored 401(k) plan with a 2% company match to support your long-term financial goals.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer support strategytechnical troubleshootingcapacity planningKPI trackingticket volume forecastingSLA designQA systemshelp center managementAI and automationsupport operations
Soft Skills
leadershipcoachingcommunicationcollaborationstrategic thinkingoperational disciplinecustomer obsessionproblem-solvingscalability mindsetteam development