Hi 👋, I’m Davis, VP of Customer Experience at WeTravel. I’m hiring a Global Director of Customer Support to lead how we deliver world-class, technically excellent support to thousands of travel businesses around the world.

WeTravel's support team is lean, technical, and globally distributed. Our 14 agents handle 100,000+ tickets per year, supporting 8,000+ travel businesses worldwide. We primarily provide support via chat and email, delivering dedicated, white-glove service for complex cases. At the same time, we actively leverage AI to efficiently resolve high-volume, low-complexity inquiries.

In this role, you'll lead the next chapter of Customer Support: expanding the team by ~50% in 2026, scaling technical call-back (video) support, while building the right systems needed to grow without sacrificing quality.

This is not a call center leadership role. We don't measure success simply by looking at handling time or ticket throughput. We care deeply about actually understanding and solving customer problems. Our customers are running real businesses on WeTravel. When something goes wrong, they need someone who digs in, understands the issue at its root, and helps them move forward confidently — not someone who closes the ticket and moves on.

At the same time, this is not a “build from zero” mandate. We already have a strong, experienced CS leadership team in place, clearly defined operating processes, documented SOPs, and a robust internal knowledge center.

We're not looking for someone who manages from a distance. We want a leader who understands the product deeply, picks up tickets when needed, and builds a culture of ownership and high standards from the ground up.

Working Hours & Location

This role will operate on Pacific Time to support our West Coast (Americas) and APAC customer base.
We are open to remote candidates based in the Mountain or Pacific time zones, with a preference for those located in Salt Lake City, UT or Denver, CO. Candidates based in Salt Lake City or Denver will be expected to work in person approximately 2–3 days per week.

Company Overview

WeTravel is a 300+ person company representing more than 50 countries. We combine global diversity with the agility and closeness of a much smaller team.

Financially, WeTravel is highly secure and growing fast, with 50–100% year-over-year growth depending on the metric. Our leadership team is accessible, our customers are easy to reach, and our teams move quickly with a high degree of ownership.

Our Business

Our customers run complex, multi-day travel experiences (think a 7-day trek to Machu Picchu or a 6-night Serengeti safari). They use WeTravel as their operating system to manage sales, collect payments, run their CRM, and operate their back office.

Our payment functionality and AI-enabled tools help them grow revenue, reduce operational friction, and save time — so our customers can focus on delivering exceptional travel experiences.

Customer Support is a strategic part of our offering at WeTravel. When our platform works, our customers’ businesses run. When it doesn’t, revenue, travelers, trips, and money are impacted. Customer Support is therefore a strategic function tied directly to retention, expansion, and trust.

Our Situation

WeTravel 1.0

WeTravel started in 2015 by solving reservations and payment needs for multi-day travel businesses — an industry that collectively sells over $250B annually. That early product-market fit fueled eight years of growth, a successful Series B, and resilience through COVID.

WeTravel 2.0

We expanded beyond transactions into CRM, AI itinerary tools, automated waivers, and operational workflows. Customers began running more of their businesses inside WeTravel.

WeTravel 3.0

Following our Series C, we are making three major investments:

• Building the end-to-end operating system for multi-day travel businesses

• Embedding AI deeply into daily workflows

• Becoming an industry network — connecting travel businesses with their partners

As WeTravel becomes more mission-critical, Customer Support becomes more complex, more technical, and more strategic.

We now support customers using:

• Payments across borders

• CRM, emailing, and sales workflows

• Complex pricing logic

• Payments to vendors and suppliers cross-border and cross-currency

• AI-powered itinerary building

We are seeking a leader who can help design the next phase of our global support organization.

About the Role

Our support function is structured and operationally mature, with established workflows, QA practices, and performance management rhythms already running. Our core KPIs are already defined and actively tracked (FRT, FCR, CSAT, escalation rates, etc.), and performance is measured consistently across the team.

We are not looking for someone to create the foundation — we are looking for a leader who can elevate, optimize, and take an already strong global support organization to the next level of scale, specialization, and technical excellence.

We are now at an inflection point where:

• Ticket volume is increasing with product expansion.

• We are adopting Intercom’s Fin AI to provide better and faster service for our simplest cases.

• Technical complexity within our product is rising (payments, CRM, automation, AI).

• We need clearer specialization, structure, professional growth trajectories, and performance management.

Today, we have about 14 Customer Support representatives globally distributed. We will grow this by ~50% in 2026. We have a fantastic Head of Customer Support based in Europe, along with a growing regional leadership team to support our globally distributed model.

This is not a strategy-only role. You must be execution-oriented, calm under pressure, metrics-driven, and capable of building systems that scale globally.

What You’ll Do

Grow the Support Engine

• 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 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

Operate with Systems & Data

• Own tooling and workflows

• Build capacity planning and forecast models tied to growth projections

• Alongside the existing Support leadership, 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 & Scale a Global Team

• 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

Partner Cross-Functionally

• 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

An Ideal Candidate

• 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.

Please Note

• At this time, we are not accepting applications from candidates residing in the following states: Alaska, California, New York, or Washington.

• For this role, we can only consider candidates with the legal right to work in the United States. Unfortunately, WeTravel is not able to offer visa sponsorship or relocation assistance at this time.

Equal Opportunities

WeTravel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds, experiences, and perspectives. If you're excited about this opportunity and believe you're a good fit, we encourage you to apply and join us in transforming the travel industry!