Global Director of Customer Support

WeTravel, Inc.

Job Overview

Location

Los Angeles, Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• We are seeking a visionary and execution-oriented Global Director of Customer Support to spearhead the evolution of our world-class, technically excellent support operations at WeTravel. This pivotal role is designed for a leader who thrives in a fast-paced, high-growth B2B SaaS environment and is passionate about delivering exceptional customer experiences that directly impact business success.
• As the Global Director of Customer Support, you will be instrumental in shaping the future of how we serve thousands of travel businesses worldwide. You will lead the charge in expanding our lean, technical, and globally distributed support team, which currently comprises 14 agents adeptly handling over 100,000 tickets annually for more than 8,000 travel businesses. Our primary support channels are chat and email, where we pride ourselves on delivering dedicated, white-glove service for intricate issues, while strategically leveraging AI to efficiently manage high-volume, low-complexity inquiries.
• This role is not about managing a traditional call center; success is measured by the depth of problem-solving and customer understanding, not just efficiency metrics like handling time. We empower our customers, who are running complex travel businesses on WeTravel, to operate confidently. When issues arise, they need a support team that digs into the root cause, provides robust solutions, and ensures they can move forward without disruption.
• You will be the architect of our next chapter in Customer Support, driving a significant team expansion of approximately 50% in 2026, scaling our technical call-back (video) support capabilities, and building the essential systems required for sustained quality growth. While we have a strong foundation with an experienced CS leadership team, clearly defined operating processes, documented SOPs, and a robust internal knowledge center, this role demands a leader who can elevate these existing structures.
• We are looking for a hands-on leader who possesses a deep understanding of our product, is willing to engage directly with customer tickets when necessary, and cultivates a culture of unwavering ownership and high standards from the ground up. Your leadership will be crucial in ensuring our support function remains a strategic pillar of our offering, directly influencing customer retention, expansion, and trust.
• Your responsibilities will encompass the strategic design and ownership of WeTravel’s global Customer Support strategy and operating model. This includes creating a scalable structure that spans across diverse regions and time zones, implementing effective tiering and specialization models aligned with product complexity, and ensuring the consistent delivery of high-quality support across all channels.
• You will also be responsible for developing clear escalation frameworks and robust incident management protocols, while simultaneously strengthening the technical troubleshooting capabilities across the entire support team. A key focus will be on optimizing tooling and workflows, building sophisticated capacity planning and forecast models that align with ambitious growth projections.
• In collaboration with the existing Support leadership, you will meticulously track core KPIs such as First Response Time (FRT), First Contact Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), Quality Assurance (QA) scores, escalation rates, and support-driven churn signals. You will establish structured QA and coaching programs, develop executive-level dashboards and reporting, and leverage data analytics to proactively identify product friction points and recurring issue patterns.
• Leading and scaling a global team is paramount. You will mentor, coach, and develop a globally distributed team of technically adept support agents and managers. This involves building clear and motivating career paths (e.g., Support I → II → Specialist → Team Lead → Manager) and hiring thoughtfully as we scale our team from its current size to over 50 agents. You will work closely with Support leadership to foster a culture of transparency, openness, and collaboration, while scaling and strengthening our existing ethos of ownership, operational clarity, and consistent execution.
• Cross-functional partnership is essential. You will serve as the primary voice of the customer internally, collaborating closely with Product and Engineering teams to prioritize bug fixes and feature enhancements. You will iterate on existing structured feedback loops, including ticket tagging, trend analysis, and weekly insights sharing. Furthermore, you will partner with Sales and Implementation teams to ensure seamless customer handoffs and align with CX leadership on critical retention and expansion initiatives.
• This role requires a leader who is execution-oriented, remains calm under pressure, is driven by metrics, and possesses the ability to build scalable global systems. You will be at the forefront of ensuring our support function not only meets but exceeds the expectations of our rapidly growing and increasingly sophisticated customer base, solidifying WeTravel's position as the operating system of choice for multi-day travel businesses worldwide.

🎯 Requirements

• 5+ years of experience leading and managing Customer Support teams within a B2B SaaS environment, with a minimum of 2 years in a Director-level role overseeing multi-layered, globally distributed organizations.
• Proven experience scaling support teams from approximately 20 to 40+ representatives, ideally within high-growth environments characterized by increasing product complexity.
• Deep expertise in support operations, including ticket volume forecasting, workforce planning, optimization of first response time and time-to-resolution, SLA design and monitoring, escalation frameworks, incident management, QA systems, and performance calibration.
• Technically inclined with a strong comfort level supporting complex SaaS products, particularly in areas such as payments, fintech, CRM, workflow systems, automation, and AI-enabled platforms. Ability to dive into complex cases is essential.

🏖️ Benefits

• Comprehensive health coverage: 100% employer-covered HDHP medical, DHMO dental, and standard vision coverages for US team members, with flexible plan options.
• Generous Time to Recharge policy offering unlimited paid time off to ensure work-life balance and employee well-being.
• Unique Amsterdam Program: Annual opportunity to visit the HQ in Amsterdam for 2-4 weeks, with accommodation provided in WeTravel apartments.
• Remote work flexibility: Up to 4 weeks of remote work allowed per calendar year.
• Extensive paid family leave to support employees during significant life events.
• Three paid volunteer days annually to encourage community involvement and giving back.
• Employer-sponsored 401(k) plan with a 2% company match to support long-term financial security.

Skills & Technologies

REST

Remote

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WeTravel, Inc.

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About WeTravel, Inc.

WeTravel is a San-Francisco-based fintech-travel platform that provides payment, booking and itinerary management tools for group travel organizers and tour operators. Its SaaS solution enables travel companies to collect funds, manage client documents, create custom booking pages and automate supplier payouts while offering travelers multi-currency payment options. Founded in 2016, the company focuses on small to mid-size travel businesses worldwide, integrating banking, payment processing and customer management into one dashboard.

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