Job Overview
Location
Salt Lake City
Job Type
Full-time
Category
Customer Success
Date Posted
April 17, 2026
Full Job Description
đź“‹ Description
- • Lead the global Customer Support function at WeTravel, a fast-growing B2B SaaS company serving 8,000+ travel businesses worldwide, to deliver technically excellent, white-glove support that drives customer retention and trust.
- • Design and execute a scalable support strategy including team expansion by ~50% in 2026, implementation of tiered support models, and integration of AI tools like Intercom Fin to handle high-volume inquiries while maintaining quality.
- • Own tooling, workflows, and data-driven operations including forecasting, KPI tracking (FRT, FCR, CSAT, NPS, escalation rates), QA programs, and executive reporting to identify product friction and improve service.
- • Lead, coach, and develop a globally distributed team of support agents and managers across time zones, establish clear career paths, and foster a culture of ownership, technical excellence, and cross-functional collaboration with Product, Engineering, Sales, and CX teams.
🎯 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.
- • Proven experience scaling support teams from ~20 to 40+ agents in high-growth environments with increasing product complexity, preferably in Payments or FinTech.
- • Deep expertise in support operations including workforce planning, SLA design, escalation frameworks, QA systems, and knowledge management; experience with Intercom or comparable enterprise platforms strongly preferred.
- • Experience building and managing globally distributed support models with follow-the-sun coverage and regional leadership (LATAM, EMEA, APAC preferred).
- • Strong technical aptitude to understand and troubleshoot complex SaaS products involving payments, CRM, automation, and AI; able to engage directly with tickets when needed.
- • Excellent executive communication skills to translate frontline insights into strategic product and retention improvements.
🏖️ Benefits
- • 100% employer-covered HDHP medical, DHMO dental, and standard vision coverage for US team members, with plan choice flexibility.
- • Unlimited paid time off ("Time to Recharge") policy to rest and recharge.
- • Annual Amsterdam Program: 2–4 weeks per year working from WeTravel’s HQ in Amsterdam, staying in company apartments.
- • Employer-sponsored 401(k) plan with a 2% company match.
- • Three paid volunteer days per year and extensive paid family leave.
- • Cutting-edge equipment and WFH setup support, plus a 2-week cross-functional onboarding program.
Skills & Technologies
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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