Global Director of Customer Support

Role Overview

• 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.