Customer Support Manager Americas - Mexico Remote

📋 Description

• Lead and develop customer support team
• Own Fin (Intercom) operations and AI deflection
• Act as escalation point for complex issues
• Partner cross-functionally with Product and Engineering
• Manage and report KPIs
• Build process improvements

🎯 Requirements

• 3-4 years managing customer support team
• 1-3 years Fin (Intercom) administration
• SaaS, fintech, payments, or travel tech experience
• AI agent deployment/optimization experience
• Team metrics management (response time, CSAT, QA)
• Data analysis and pattern spotting

🎁 Benefits

• Unlimited paid time off
• Amsterdam Program - visit HQ for 2-4 weeks/year
• Work remotely up to 4 weeks/year
• Extensive paid family leave
• Three paid volunteer days/year
• 2-week cross-functional onboarding