WeTravel is looking for a Global Director of Customer Support to lead the strategic scaling of our customer support function. You will own the global strategy and operating model, expanding a high-performing team by ~50% in 2026 while maintaining quality. This role is about scaling technical excellence, building robust systems, and strengthening our culture across a globally distributed organization.
What You'll Do
- Design and own 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 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, and 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.
- Work closely with Support leadership to continue a culture of transparency, openness, and collaboration.
- 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.
- Iterate on existing structured feedback loops (ticket tagging, trend analysis, weekly insights).
- Collaborate with Sales and Implementation to ensure smooth handoffs.
- Align with CX leadership on retention and expansion initiatives.
What We're Looking For
- 5+ years leading/managing Customer Support teams in B2B SaaS.
- At least 2+ years at the Director level overseeing multi-layered, globally distributed organizations.
Nice to Have
- Experience in Payments or Fintech.
- Experience with Intercom is strongly preferred.
- Proven experience scaling support teams from ~20 → 40+ representatives, ideally in high-growth environments with increasing product complexity.
Technical Stack
- Intercom
- Fin AI
Team & Environment
You will lead a globally distributed team of 14 Customer Support representatives, growing by ~50% in 2026. The structure includes a Head of Customer Support based in Europe and a growing regional leadership team. You will report to the VP of Customer Experience.
Work Mode
This is a hybrid role. We are open to candidates in the Mountain Time Zone, Pacific Time Zone, or located near Salt Lake City, UT or Denver, CO.
WeTravel is an equal opportunity employer.
